Emergency Call Clustering With Personalized PSAP Pre-Handling
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Solution Overview
Problem
Existing emergency call systems face inefficiencies during major incidents, leading to increased queue times and delayed responses due to the lack of dynamic data clustering and personalized message handling, which overwhelms Public Safety Answering Points (PSAPs).
Innovation Solution
A method and system that utilize location information and caller data within a time-window to create personalized messages, employing a bot or IVR service to cluster emergency calls based on dynamic data, optimizing resource utilization and reducing response times by pre-handling calls with personalized messages.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the PSAP serves all incoming emergency calls sequentially, then every call receives individual attention, but the response time increases significantly and calls are abandoned during major incidents
Solution Approach 1:
The patent segments incoming emergency calls into different categories: new events, ongoing events, and abandoned calls. By clustering calls related to the same event, the system can handle multiple calls simultaneously through automated personalized messages rather than sequential individual service, reducing response time while maintaining comprehensive coverage.
Solution Approach 2:
The system performs preliminary actions by proactively sending personalized messages to callers about ongoing events before their calls are fully processed. When an event is detected, the system automatically generates and sends customized messages to all related callers, reducing wait time and preventing call abandonment while maintaining service reliability.
2Reliability
If the PSAP calls back abandoned calls, then more callers receive service, but the queue increases and response time for new calls deteriorates
Solution Approach 1:
The patent implements self-service by enabling abandoned callers to receive automated personalized messages about their events without requiring PSAP agent intervention. The system automatically identifies abandoned calls, clusters them with ongoing events, and sends customized messages, allowing callers to obtain information independently while freeing PSAP resources for new emergencies.
Solution Approach 2:
The system merges the handling of new calls, ongoing events, and abandoned calls into a unified clustering mechanism. By combining these previously separate handling processes into a single event-based clustering system, the PSAP can efficiently manage all call types simultaneously without increasing queue delays, improving both service coverage and productivity.
3Loss of information
If the PSAP handles each call individually without clustering, then detailed information is captured, but resource utilization deteriorates during major incidents with burst calls
Solution Approach 1:
The patent creates a universal event clustering mechanism that handles multiple call types (new calls, abandoned calls, ongoing events) through a single clustering system. This multi-functional approach maintains detailed event information while efficiently utilizing PSAP resources during major incidents by processing clustered calls together rather than individually.
Solution Approach 2:
The system uses feedback from call data to continuously improve clustering accuracy. By analyzing call patterns, event types, and caller information, the system refines its clustering algorithm to maintain detailed and accurate event information while optimizing resource utilization. The feedback loop ensures that clustering does not compromise information quality while improving handling efficiency.
Data Source
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AI summary
The present invention relates to a method for clustering emergency calls and a system to perform the method. With the present invention, the resource utilization of a PSAP center can significantly be improved, and at the same time, the response time of all calls that reach the PSAP center is reduced. This is achieved by providing a mechanism that allows clustering of calls, and an advanced handling of a majority of them. A personalized message is used to communicate an ongoing major incident to callers to pre-handle a burst of calls. Therefore, the call agent only has to take calls that have not already been successfully handled by the personalized messages.