Methods and systems for automatically providing an emergency service call handler with context specific emergency service protocols

摘要

Methods and systems for providing emergency services protocols to a emergency service call taker are disclosed herein. A public safety answering point receives an emergency service phone call from a caller. The caller is placed in voice communication with an emergency call handler. The system monitors the voice communication between the caller and the emergency call handler. In response to detecting one or more known keyword in the voice communication, the system provides the emergency call handler with one or more defined protocols for guiding additional communications between the caller and the emergency call handler.

主权项

1. A system comprising
(a) a voice recognition element for receiving a digital data stream corresponding to a voice communication channel and generating text data, said text data corresponding to a textual representation of spoken words transmitted over said voice communication channel; (b) a keyword comparison element for detecting a match between said text data and a keyword; (c) a protocol selection element for selecting a set of instructions in response to a match between said text and said keyword; and (d) a database including at least said keyword and at least said set of instructions; and wherein the system operates to monitor content of a voice communication between a caller and an emergency service call handler; compare the content of the voice communication to a set of known words; and, in the event one or more of said known words are identified in said voice communication, select a set of instructions for presentation to said emergency service call handler; (e) a parsing element for distinguishing between voice data corresponding to words spoken by said caller and voice data corresponding to said emergency service call handler; and wherein said protocol selection element operates to select a first set of instructions if a known word is identified as being spoken by said caller and selects a second set of instructions if a known word is identified as being spoken by said emergency service call handler.