Emergency User Profile Generation from Call Transcripts

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Solution Overview

Problem

Existing emergency call systems at public safety answering points (PSAPs) face inefficiencies due to the time-consuming process of manually obtaining information from callers who have not pre-configured emergency user profiles, which can delay dispatch and response to emergencies.

Innovation Solution

A method and system that automatically generates a user profile for callers by analyzing transcripts of emergency calls, identifying relevant information, and sending requests to the caller's device to create or update their profile, using AI and natural language processing to streamline the profile creation process.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of information

If manual questioning is used to obtain information from callers without pre-configured profiles, then information can be collected, but call-taking time increases and response efficiency decreases

Engineering Contradiction:

Improveinformation completenessVSAvoidcall-taking time

Core Design Contradiction:

Loss of informationVSLoss of time

Solution Approach 1:

The system performs preliminary actions by automatically generating user profiles during or after emergency calls using transcript analysis. This preliminary profile creation captures caller information that would otherwise be lost, while the automated nature prevents time loss during critical emergency response.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system enables self-service by automatically extracting and organizing caller information from call transcripts without requiring manual intervention from dispatchers. The automated profile generation serves the information collection function independently, reducing both time loss and information gaps.

Inventive Principle:

Principle #25Self-service

2Productivity

If automated profile generation from call transcripts is implemented, then profile creation efficiency improves, but system complexity increases

Engineering Contradiction:

Improveprofile creation efficiencyVSAvoidsystem complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The system introduces an intermediary component (transcript analysis module) that bridges the gap between existing call recording systems and user profile databases. This intermediary automatically processes call transcripts to extract profile information, improving productivity while containing complexity within a dedicated module rather than the entire system.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system replaces the mechanical manual process of profile creation with an automated computational process. By substituting manual dispatcher work with AI-driven transcript analysis and automatic profile generation, the system achieves high productivity while the complexity is managed through software automation rather than human effort.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

3Measurement precision

If automated transcript analysis is used to extract profile information, then information accuracy improves, but processing time increases

Engineering Contradiction:

Improveinformation accuracyVSAvoidprocessing time

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The system applies partial action by focusing transcript analysis on extracting only the specific profile-relevant information needed (name, contact details, medical conditions) rather than analyzing the entire transcript in depth. This selective extraction maintains information accuracy for critical fields while reducing overall processing time.

Inventive Principle:

Principle #16Partial or excessive action

Solution Approach 2:

The system rushes through the profile creation process by using automated transcript analysis that quickly identifies and extracts key information patterns. The automated processing skips manual verification steps, achieving sufficient accuracy for emergency response purposes while dramatically reducing processing time compared to manual methods.

Inventive Principle:

Principle #21Skipping (Rushing through)

Data Source

PatentUS20250211680A1Deriving an emergency user profile from communications associated with an emergency incident

Publication Date: 2025.06.26 MOTOROLA SOLUTIONS INC

AI summary

When an emergency service provider receives a call, the emergency service provider determines that the caller does not have a user profile in an emergency service information system configured to release user profile data for a given caller to the emergency service provider when the given caller places an emergency call. Based on this determination, the emergency service provider uses a transcript of the call to identify information that could potentially be included in a user profile for the caller in the emergency service information system. The emergency service provider sends a request to the caller to create a user profile along with an indication of the information identified from the transcript. Upon receiving authorization from the caller, the emergency service provider creates the user profile using the information identified from the transcript.