Emergency Dispatch Portal for Abandoned Call Routing
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Solution Overview
Problem
Current emergency dispatch systems face inefficiencies and delays due to communication barriers, language issues, and technical problems such as abandoned calls, where callers cannot articulate their emergencies or provide audible information, leading to delayed or failed responses, especially in noisy or panic-stricken situations.
Innovation Solution
An emergency portal and dispatch system that prioritizes calls by allowing callers to electronically provide emergency information, such as location and type, using a unified interface to bridge external data with computer-aided dispatch systems, reducing the need for repetitive questioning and enabling proactive dispatching with features like text-to-speech and speech-to-text capabilities.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If traditional voice-based emergency dispatch systems are used, then callers can provide emergency information verbally, but response time is delayed due to communication barriers, language issues, and inability to understand panic-stricken callers
Solution Approach 1:
The patent introduces text-to-speech and speech-to-text conversion capabilities as intermediaries between the caller and dispatcher. These conversion tools act as mediators that translate spoken language into text and vice versa, enabling effective communication when direct verbal understanding fails due to language barriers, noise, or caller panic. This resolves the contradiction by maintaining communication effectiveness while reducing response time delays.
Solution Approach 2:
The system enables callers to provide emergency information through multiple self-service modes including text input, speech-to-text conversion, and automated call information retrieval. Callers can independently input their location and emergency type without requiring extensive verbal interaction with dispatchers, thereby improving communication effectiveness and reducing response time simultaneously.
2Loss of information
If dispatchers ask multiple questions to collect emergency information, then accurate emergency details can be obtained, but response time increases due to repetitive questioning and information collection
Solution Approach 1:
The system performs preliminary actions by automatically retrieving and providing call information such as caller location and phone number before the dispatcher begins questioning. The speech-to-text conversion also preliminarily captures and structures the caller's spoken information, reducing the need for repetitive verification questions and accelerating the information collection process while maintaining accuracy.
Solution Approach 2:
The emergency portal serves multiple functions simultaneously: it collects emergency information, provides speech-to-text conversion, retrieves caller information automatically, and structures data for dispatch. This multi-functional approach consolidates multiple information-gathering activities into a single integrated process, reducing the time required while ensuring comprehensive and accurate emergency information is obtained.
3Loss of time
If automated processing is implemented for abandoned calls, then response time for valid emergencies is improved, but complexity of the dispatch system increases
Solution Approach 1:
The system segments abandoned call processing into distinct automated stages: initial detection of abandoned calls, automatic speech-to-text analysis of any available audio, retrieval of caller information from databases, and automated routing decisions. This segmentation allows complex processing to be broken down into manageable, automated modules that reduce overall system complexity while improving response time for abandoned calls.
Data Source
AI summary
A computer aided prioritization (CAP) system may receive, from the emergency event reporter device, an emergency event including a priority selected from a set of event priorities and a type of event selected from a set of event types associated with the selected event priority; determine, based on the emergency event and without querying the emergency event reporter device for additional information, whether the emergency event indicates a higher priority emergency event to be handled by a computer aided dispatch (CAD) system or a lower priority emergency event to be handled automatically by a computer aided event module (CAEM); and selectively route the emergency event report to at least one of the CAD system and the CAEM according to the determination.