Multimedia Call Center Processing System for Incident Response
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Solution Overview
Problem
Traditional call centers lack the technological capabilities to effectively incorporate and utilize media from various sources, such as cell phones and security cameras, leading to inefficiencies in incident reporting and response, particularly in emergency situations.
Innovation Solution
A call center processing system that includes a network infrastructure interface, media database, and media aggregation program to collect, index, and store media from diverse sources, enabling the creation of media records and investigation reports, and providing tools for search and alert services.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If traditional call centers use only basic telephone interfaces and local storage, then device complexity is low, but information completeness and response effectiveness are insufficient
Solution Approach 1:
The system divides the call center architecture into distinct functional modules: network interface for media reception, media database for storage, processing system for analysis, and investigation tool for reporting. Each module handles specific tasks independently, allowing the system to manage complex multimedia processing while maintaining organizational clarity and reducing overall system complexity.
Solution Approach 2:
The patent introduces a media database as an intermediary layer between the network interface and the processing system. This mediator stores and manages multimedia data from various sources (security cameras, mobile devices, sensors), enabling the processing system to access complete information without directly handling the complexity of multiple data sources and formats.
2Loss of information
If call centers accept media from multiple external sources, then information completeness improves, but system complexity and processing requirements increase
Solution Approach 1:
The processing system is designed with universal capabilities to handle multiple types of media (video, audio, images, sensor data) from diverse sources through a single integrated platform. The system performs classification, indexing, and analysis functions that work across all media types, reducing the need for separate processing pipelines for each data source and simplifying the overall system architecture.
Solution Approach 2:
The system creates standardized media records that copy and structure data from various external sources into a uniform format. The investigation tool generates standardized reports that replicate essential incident information in a consistent structure, enabling efficient processing and analysis without requiring complex custom handling for each data source.
3Reliability
If traditional call centers rely on pre-generated service manuals and local resources, then response time is fast for simple queries, but effectiveness for complex incidents is limited
Solution Approach 1:
The system performs preliminary classification and organization of media data automatically upon receipt, creating indexed media records before investigation begins. This preliminary processing groups related information and identifies key elements, so that when investigators access the data, the work is already partially done, reducing the time needed for effective incident analysis while improving reliability through systematic processing.
Solution Approach 2:
The investigation tool provides feedback mechanisms that allow operators to refine searches and retrieve additional relevant media based on initial findings. The system responds to investigation needs by retrieving supplementary information from the media database, creating a feedback loop that improves response effectiveness without requiring investigators to manually search through all available data from the beginning.
Data Source
AI summary
The call center processing system disclosed enhances the capabilities of traditional call centers. In particular, the processing system allows a call center to receive, aggregate, and index many different types of media obtained from a wide variety of sources and that relate to many different types of incidents. Thus, for example, the processing system provides a third party with the option of submitting call phone camera pictures, audio input, video camera footage, and other types of media when reporting an incident to the call center. The call center may be an emergency number (e.g., 911) call center, a service center (e.g., for a home appliance), a news reporting call center, or any other type of interactive information exchange.