Emergency Call Merging and Prioritization via Multi-Source Data Analysis
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Solution Overview
Problem
E911 call centers face resource demand spikes during emergencies due to simultaneous calls, with limited trained staff and inefficient resource allocation, making it difficult to prioritize calls effectively using only audio information and traditional FIFO rules.
Innovation Solution
Establishing a secondary data channel for call merging and prioritization, allowing callers to provide visual and textual information, and utilizing social media reports to assess event severity and prioritize calls dynamically.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional FIFO prioritization rules are used, then calls are handled in order of arrival, but calls cannot be prioritized based on event severity or critical information
Solution Approach 1:
The system changes the parameters used for call prioritization from simple temporal order (FIFO) to multiple dimensions including event severity, caller location, event type, and information criticality. This allows calls to be ranked based on comprehensive criteria rather than just arrival time, enabling critical calls to be prioritized appropriately.
Solution Approach 2:
The patent replaces the mechanical FIFO queue system with an intelligent prioritization system that uses automated analysis of caller information, event data, and severity assessments. This substitution enables dynamic prioritization adjustments based on real-time conditions rather than rigid first-come-first-served processing.
2Productivity
If more PSAP resources are available to handle simultaneous calls, then call management improves, but resource costs increase significantly
Solution Approach 1:
The system enables automated self-service capabilities where the PSAP system automatically assesses event severity, prioritizes calls, and manages resource allocation without requiring additional human operators. The automated analysis of caller information and event data allows the system to handle call triage and prioritization functions that would otherwise require trained staff.
Solution Approach 2:
The patent creates a multi-functional system that can handle multiple simultaneous calls, assess various types of emergency events, prioritize different severity levels, and coordinate resources all through a single integrated platform. This universal system replaces the need for multiple specialized resources by consolidating functions into one efficient system.
3Measurement precision
If audio information alone is used for call assessment, then the system is simple to operate, but it is difficult to accurately assess event severity and prioritize calls
Solution Approach 1:
The system merges multiple information sources including audio data, text messages, images, videos, and social media reports into a unified assessment framework. By combining these diverse data types, the system achieves comprehensive event characterization and accurate severity assessment that cannot be obtained from audio alone.
Solution Approach 2:
The patent introduces an automated information analysis intermediary that processes and evaluates data from multiple sources (callers, social media, sensors) before presenting prioritization recommendations to operators. This intermediary layer manages the complexity of multi-source data integration while providing simplified, actionable prioritization outputs.
Data Source
AI summary
Public safety access points (PSAP), such as 911 and e911 service providers, are often overwhelmed with information coming from a number of callers. As part of an initial assessment, a determination is often made as to whether two or more callers are calling about the same emergent event. If two or more callers are calling about the same emergent event, the callers and PSAP may interact at the same time via a data channel operable to convey one or more of text, voice, video, still images, video images, location information, and social media content. As a benefit, PSAP resource may obtain a more complete knowledge of the emergent situation and better coordinate mitigation activities for the emergent event.