PSAP Call Overload Handling via Automated Triage
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Solution Overview
Problem
Public Safety Answering Points (PSAPs) face challenges in handling high call volumes during overload conditions, where not all calls can be answered by human operators, leading to the need for automated triage systems to determine the nature of emergencies and route calls appropriately.
Innovation Solution
An automated triage system that uses bots to respond to calls from wireless devices via text messages or voice calls, determining the nature of emergencies and dispatching responders as necessary, while queuing complex calls for human operators, and gradually shifting call handling from humans to bots during overload and back when conditions improve.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If all emergency calls are handled by human operators, then call quality and accuracy are maintained, but system productivity decreases during overload conditions
Solution Approach 1:
The patent segments call handling into two distinct pathways: automated bot handling for straightforward emergencies and human operator handling for complex or non-emergency calls. The bot processes routine emergency calls independently, while human operators focus on complex situations requiring judgment. This segmentation allows the system to maintain high processing capacity while preserving call quality through appropriate routing.
Solution Approach 2:
The automated bot serves as an intermediary between the caller and human operators. It first assesses incoming calls, determines emergency status, and only escalates complex or uncertain calls to human operators. This intermediary layer filters the workload, allowing human operators to maintain high quality standards while the system as a whole achieves high productivity through automated preprocessing.
2Productivity
If automated bots handle all calls during overload, then system productivity increases, but call quality and reliability decrease
Solution Approach 1:
The system dynamically adjusts the distribution of call handling between bots and human operators based on overload conditions and call complexity. During overload, the bot handles more routine calls while human operators focus on complex cases. The system can shift the balance in real-time, ensuring that as productivity demands increase, reliability is maintained by appropriately routing complex calls to human judgment.
Solution Approach 2:
Different quality standards are applied to different call types. Routine emergency calls handled by the bot receive standardized, high-quality automated responses. Complex or uncertain calls are routed to human operators who provide personalized, high-judgment quality service. This local quality approach ensures that each call receives the appropriate level of service matching its complexity, maintaining overall reliability while maximizing productivity.
3Reliability
If human operators handle complex calls during overload, then call quality is maintained, but loss of time increases for non-emergency calls
Solution Approach 1:
The patent extracts non-emergency and routine calls from the human operator queue and directs them to automated bot handling. The bot independently processes these extracted calls, providing immediate responses without requiring human operator attention. This extraction eliminates wait time for non-emergency calls while human operators remain available to handle complex emergencies that require their expertise.
4Productivity
If the system shifts call handling from humans to bots during overload, then productivity increases, but device complexity increases
Solution Approach 1:
The automated bot is designed with multi-functionality to handle various types of emergency calls, assess call urgency, determine appropriate responses, and escalate when necessary. This single automated system performs multiple functions that would otherwise require different specialized systems, reducing overall system complexity while maintaining high productivity through centralized intelligent handling.
Data Source
AI summary
A method for handling an overload state in a public safety answering point (PSAP) is provided. While an overload state is not detected at a call routing computing device received emergency calls are queued for a human operator. Responsive to detecting an overload state, first identifying those calls initiated from mobile devices capable of communicating via text message and transmitting a text message requesting callers to respond via text identifying the matter of the emergency call. The responsive text messages are classified as one of a verified emergency call and a verified non-emergency call to be returned when the overload is no longer detected. For each verified emergency call the call is queued for answer by a human operator. For each verified non-emergency call, a follow up text message is transmitted indicating that the verified non-emergency call will be returned at a later time.