Emergency Information Service for Multi-Mode Communication Handling
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Solution Overview
Problem
Conventional 9-1-1 call handling techniques are limited in their ability to interact with emergency callers using multiple communication methods, such as mobile phones, VoIP, SMS, and instant messaging, and fail to leverage the capabilities of these diverse communication channels to effectively address the caller's needs.
Innovation Solution
A method and system that allow emergency information services to receive and process information about a user's multiple communication modes, enabling communication via one mode while maintaining or switching to another, and providing access to user profiles that include preferred communication methods and disabilities, allowing PSAP operators to switch between or use multiple communication methods to better assist callers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If conventional 9-1-1 call handling techniques are used, then the system is simple and easy to operate, but it cannot handle multiple communication methods and lacks adaptability
Solution Approach 1:
The emergency information service system is designed to handle multiple communication methods (voice calls, text messages, video calls, instant messaging) through a single unified platform. The system maintains a user profile database that stores communication preferences and capabilities, allowing the same service infrastructure to adapt to different communication modalities without requiring separate handling systems for each method.
Solution Approach 2:
The patent introduces an emergency information service as an intermediary between the caller and the PSAP operator. This intermediary component manages the complexity of multiple communication methods by maintaining user profiles, determining appropriate communication modes, and facilitating seamless transitions between different communication channels, thereby shielding the operator from the underlying complexity.
2Adaptability or versatility
If multiple communication methods are supported, then the system becomes more versatile, but the ease of operation for PSAP operators decreases
Solution Approach 1:
The emergency information service acts as an intelligent intermediary that automatically manages communication method selection and transition. It maintains user profiles containing communication preferences and capabilities, automatically determines the appropriate communication mode based on user characteristics and emergency context, and facilitates seamless switching between methods without requiring operator intervention or complex manual procedures.
Solution Approach 2:
The system performs self-service functions by automatically determining communication preferences, selecting appropriate communication methods, and managing transitions between different channels. The emergency information service independently handles the complexity of multi-method coordination, freeing operators to focus on the emergency response itself rather than managing communication infrastructure.
3Productivity
If the system interacts with callers exclusively through the initial communication method, then the system complexity is low, but the ability to gather additional information and improve response effectiveness is limited
Solution Approach 1:
The communication approach transitions from static (single method) to dynamic (multi-method). The system dynamically selects and switches between different communication methods based on real-time assessment of the emergency situation, user capabilities, and response effectiveness. This dynamic adaptation allows the system to optimize information gathering and response coordination without being constrained to a single predetermined communication channel.
Solution Approach 2:
The system incorporates feedback mechanisms where the emergency information service monitors the effectiveness of communication and adjusts the communication method accordingly. By observing user responses and emergency development, the system can switch between communication methods to improve information gathering and response effectiveness, creating a feedback-driven adaptive communication strategy.
Data Source
AI summary
A method of communicating with a user includes receiving a call from the user via a first mode of communicating; sending, to an emergency information service, via a communications network, a request for information associated with the user; receiving, from the emergency information service, via the communications network, information characterizing more than one mode of communicating with the user; and initiating communication with the user via a second mode of communicating, the second mode of communicating included in the more than one mode of communicating with the user.