Automated Text Message Reply System for Public Safety
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Solution Overview
Problem
Emergency services face challenges in efficiently responding to public-safety or enterprise-safety incidents reported via text messages, as existing systems struggle to accurately determine the incident type and required actions from unstructured and implicit message data.
Innovation Solution
A computing device equipped with a context engine and natural language processing (NLP) engine processes text messages to identify incident types and requested actions, determining implementable actions based on statutory regulations and protocols, and generates replies to clarify response differences, thereby relieving PSAPs of bandwidth and processing burdens.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual processing of text messages is used by PSAPs, then accuracy in determining incident type and actions can be maintained through human judgment, but workload and response time are increased
Solution Approach 1:
The patent introduces an automated processing system that acts as an intermediary between text message receipt and PSAP response. The system includes a text message receiver, incident type determiner, action determiner, and reply generator that work together to automatically process messages, reducing manual workload while maintaining accuracy through structured algorithms and regulatory rule engines.
Solution Approach 2:
The patent replaces the mechanical/manual system of human PSAP operators analyzing and responding to every text message with an automated computational system. The system uses natural language processing, incident type classification algorithms, and action determination logic to substitute human manual analysis with automated digital processing, thereby reducing workload while maintaining or improving consistency and accuracy.
2Productivity
If automated processing is implemented to reduce PSAP workload, then productivity and response time improve, but complexity of the system increases
Solution Approach 1:
The patent divides the automated processing system into distinct functional modules: a text message receiver component, an incident type determiner component, an action determiner component, and a reply generator component. Each module handles a specific aspect of message processing, making the overall complex system manageable through functional segmentation and independent development of each component.
Solution Approach 2:
The patent creates a multi-functional automated processing system that can handle various types of text messages, incident types, and action determinations through a single integrated platform. The system is designed to be universally applicable across different public safety contexts while maintaining standardized processing workflows through regulatory rule engines and configurable parameters.
3Measurement precision
If detailed analysis of unstructured message data is performed to accurately determine incident type, then measurement precision improves, but processing time and computational resources increase
Solution Approach 1:
The patent performs preliminary processing of text messages by extracting key features and structuring unstructured data before incident type determination. The system pre-processes incoming messages to identify relevant entities, locations, and critical information, preparing the data in advance for faster and more accurate classification by the incident type determiner, thereby reducing actual processing time while maintaining precision.
Solution Approach 2:
The patent implements feedback mechanisms where the system learns from processed messages and refines its incident type determination algorithms. The automated processing system uses feedback from confirmed incidents and correction data to improve future classification accuracy, enabling the system to become progressively more precise without proportionally increasing processing time as it accumulates experience.
Data Source
AI summary
Device, system and method for automatically replying to public-safety or enterprise-safety text messages is provided. A device receives, from a communication device, a text message indicative of: a given public-safety or enterprise-safety incident type; data documenting the given public-safety or enterprise-safety incident type; and a requested public-safety or enterprise-safety action associated with the given public-safety or enterprise-safety incident type. The device determines an implementable public-safety or enterprise-safety action for the given public-safety or enterprise-safety incident type based on the data. In response to determining, at the device, a difference between the requested public-safety or enterprise-safety action and the implementable public-safety or enterprise-safety action, the device: generates a reply text message identifying one or more of the implementable public-safety or enterprise-safety action and the difference; and transmits, to the communication device, the reply text message.