Emergency Text Messaging System for Abandoned Call Recovery
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Emergency call centers face challenges in efficiently communicating with callers using wireless mobile devices, particularly in handling abandoned calls and gathering location information in a timely and effective manner.
Innovation Solution
A system configured to provide communication through textual messages, utilizing a server-based architecture that includes modules for call reception, outgoing message generation, transmission, presentation, and web-hosting, allowing emergency operators to interact with callers via textual messages and geolocation information, even after an emergency call is terminated.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If emergency call centers use traditional voice call handling, then operators can gather information through conversation, but communication efficiency decreases and response time increases when callers abandon their calls
Solution Approach 1:
The system automatically sends textual messages to callers before and after voice calls, proactively providing information and instructions without waiting for caller initiation. This preliminary and follow-up action ensures continuous communication even when callers abandon voice calls, resolving the contradiction between communication efficiency and response time.
Solution Approach 2:
The system implements feedback loops by sending automated textual messages to callers after voice calls and monitoring for responses. This feedback mechanism ensures that communication continues effectively even when voice calls are abandoned, improving both productivity and reducing response time through automated follow-up.
2Loss of information
If the system sends multiple outgoing textual messages to callers, then information exchange improves, but communication overload may occur
Solution Approach 1:
The system tailors outgoing textual messages to specific local situations and caller needs rather than sending generic bulk messages. Each message is customized to the specific emergency context and caller situation, improving information exchange quality while avoiding unnecessary communication overload by targeting only relevant information.
Solution Approach 2:
The system dynamically adjusts message parameters including timing, content, and frequency based on the specific emergency situation and caller response. This parameter adaptation ensures optimal information delivery without creating communication overload, resolving the contradiction between information exchange quality and avoiding harmful effects.
3Loss of time
If the system automatically generates and transmits outgoing textual messages, then response time improves, but system complexity increases
Solution Approach 1:
The system performs self-service by automatically generating and transmitting outgoing textual messages without requiring manual intervention from emergency operators. This automation reduces response time while the modular architecture manages complexity through self-contained functional components that handle message generation and transmission independently.
Solution Approach 2:
The system introduces an intermediary automated messaging layer between the emergency call center and callers. This intermediary component handles the complexity of message generation and transmission, improving response time while isolating the complexity from the core emergency handling operations through a dedicated messaging subsystem.
Data Source
AI summary
Systems and methods provide, to emergency operators at an emergency call center, the ability to communicate through textual messages with wireless mobile devices from which emergency voice calls have been placed. By virtue of such textual communication, callers using wireless mobile devices can receive emergency instructions and/or provide information about their current location.