PSAP Automated Review Mode with Confidence-Based Incident Review
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Solution Overview
Problem
Public-Safety Answering Points (PSAPs) face challenges in maintaining operations during critically low staffing or unusually high call volumes, such as during natural disasters, where human operators struggle to handle the influx of calls and incidents efficiently.
Innovation Solution
A PSAP device transitions from a manual mode to an automated review mode, routing calls to bots for incident data entry and rendering indicators for human supervisors to review and correct, with confidence levels indicating the need for intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If human operators manually handle calls in a PSAP, then call handling accuracy is maintained, but the system cannot operate efficiently during overload conditions with reduced staffing
Solution Approach 1:
An automated bot acts as an intermediary between the caller and human supervisors. The bot handles initial call screening, incident data collection, and routing decisions, allowing human operators to focus only on reviewing and correcting bot-generated incident indicators rather than handling every call from scratch
Solution Approach 2:
The call handling process is segmented into distinct phases: automated bot handling for initial data collection and routing, followed by human supervisor review for correction. This segmentation allows each component to specialize in specific tasks, improving overall system efficiency while maintaining accuracy through division of labor
2Productivity
If the PSAP transitions to fully automated bot operation during overload, then productivity is maintained, but measurement precision of incident indicators deteriorates due to bot confidence limitations
Solution Approach 1:
The system implements feedback loops where bot-generated incident indicators with low confidence scores are automatically flagged and routed back to human supervisors for review. This feedback mechanism ensures that uncertain automated decisions are corrected by human judgment, maintaining measurement precision while preserving automated throughput for high-confidence cases
Solution Approach 2:
The system dynamically adjusts the level of automation based on confidence levels. High-confidence bot predictions are processed automatically without human intervention, while low-confidence predictions trigger human review. This dynamic approach optimizes the balance between productivity and precision based on real-time performance metrics
3Measurement precision
If human supervisors review all bot-generated incident indicators, then data accuracy is improved, but the complexity of the system increases due to additional review layers
Solution Approach 1:
Human supervisors are assigned to review only specific portions of bot-generated data—namely, incident indicators that fall below confidence thresholds. Rather than reviewing all incident indicators uniformly, the system applies local quality control where human expertise is concentrated on uncertain cases, reducing overall system complexity while maintaining necessary accuracy
Data Source
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AI summary
A device, system and method for transitioning a public-safety answering point (PSAP) to an automated review mode is provided. A device is configured to: operate in a manual mode, in which calls are routed to users for manual incident data entry; detect an overload condition, in which a number of calls exceeds an ability of users to handle the calls; in response to detecting the overload condition, transition from the manual mode to an automated review mode, in which: calls are routed to one or more bots for automated incident data entry; and incident indicators, parsed from the calls by bots, are rendered at a display screen for review by a user; and in response to detecting that a bot-generated particular incident indicator meets a low confidence condition, change a rendered characteristic of the bot-generated particular incident indicator to indicate that the user is to intervene.