Emergency Call Prioritization Using Automated Query Responses
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Solution Overview
Problem
Emergency call centers face significant challenges in efficiently handling a high volume of incoming calls due to limited dispatchers, leading to prolonged response times, as existing systems struggle to prioritize calls based on their relevance to reported events.
Innovation Solution
A computer-implemented method and system that computes event zones based on spatiotemporal data from emergency calls, generates queries to gather relevant information, and prioritizes subsequent calls based on responses, using machine learning and virtual agents to filter out redundant or irrelevant calls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If automated query response is used to prioritize calls, then response time is reduced, but system complexity increases
Solution Approach 1:
The system performs preliminary actions by automatically generating and presenting queries to callers before dispatcher intervention. The automated system extracts call information, generates relevant queries, and obtains caller responses in advance, preparing prioritization data before the call reaches human dispatchers. This preliminary automated processing reduces the workload and decision time for dispatchers while maintaining systematic complexity management through modular architecture.
2Productivity
If manual call evaluation is used, then accuracy is maintained, but productivity decreases
Solution Approach 1:
The system implements feedback mechanisms where caller responses to automated queries are processed and used to refine prioritization decisions. The system evaluates caller responses, updates call priority status dynamically, and provides this information back to the dispatching system. This feedback loop enables automated processing of multiple calls while maintaining accuracy through continuous evaluation and adjustment of prioritization based on actual caller information and emergency severity indicators.
Data Source
AI summary
Incoming emergency calls prioritization, comprising receiving one or more emergency calls originating from one or more client devices used to report one or more emergency events, computing an event zone for each emergency event based on one or more event attributes of the emergency event retrieved according to data extracted from the emergency call, receiving one or more subsequent emergency calls originating from one or more another client devices, computing spatiotemporal metrics including a location of each another client device with respect to the event zone of one or more of the emergency events and/or a timing of each subsequent emergency call with respect to the one or more emergency calls, responding to the subsequent emergency calls with one or more queries generated automatically according to the spatiotemporal metrics, and prioritizing the subsequent emergency calls according to a response to the to the query(s) via the another client devices.