With Hurricane Harvey demolishing many homes across the Texas coast and now the widespread flooding that’s extending hundreds of miles inland, it’s a good time to reflect on the capabilities of our emergency management systems. Whatever the natural disaster, the number of people calling into their local 911 operations center is constantly exceeding the amount of live agents by more than a hundred-fold. Imagine being trapped in your house with rising water and your only method of help is to stay on hold for hours upon hours.
There is a solution: Recently, AI has been “listening” to some emergency calls. The Association of Public-Safety Communications Officials (APCO), which has an excess of 29,000 members, brought Watson into their software. By using Watson Speech-to-Text and Watson Analytics, the system can provide guidance to the 911 operators with what questions to ask to more efficiently gather essential information to access specific emergency call types (trapped on your roof verses trapped on the second floor with food and water). AI helps operators provide rapid and personalized instructions so that callers get the fast and appropriate information they need and depend upon in any emergency.
AI can also be implemented to analyze the quality of service provided during the call to ensure national standards are being met. While at the moment a percentage of 911 calls are required to be screened, the percentage is not very high. By implementing Watson, call centers will be able to analyze and screen a higher number of calls ensuring compliance and efficiency all around.
How it works: The data gathered by Watson will be analyzed so that the call center directors will easily understand the conversations happening on their lines compared to actual conversations to the pre-scripted content the operators are told to read off of. The feedback gathered will near real-time allowing call center directors to quickly modify and alter training and responses and even offer on the spot coaching. With better informed directors and Watson’s ability to understand and learn through data, call time is reduced, calls are accurately triaged, and operators are able to expedite emergency services.
AI for emergency management is a game changer. Using AI’s extensive capabilities and analytic features, public safety communication professionals can improve response times and the quality of care on the scene while at the same time enhancing post-action data which is essential to continuous improvement. Implementing AI into any emergency management system means more saved lives.
If you’d like to find out how you can implement AI into your system, contact Blueworx today!