AGENT511 presents Artiﬁcial Intelligence for Text-Call Routing & Triage at NENA 2018
Call takers and dispatchers are on the front lines of emergency response. They must be able to navigate multiple communication channels across the citizen’s journey. This is where seamless, multichannel communications, combined with automated business processes, uniﬁed data, and intelligent virtual assistants, can rapidly route emergency requests and empower call takers to quickly deliver service by gaining context.
Combining natural language processing and automation leads to faster situational resolution, allowing PSAP’s to address major events and new media such as text and social communications. This convergence of technologies can be leveraged to reduce stress to assist PSAP’s in meeting the challenges of an inﬂux of incidences and information, while balancing the expectations of the public and industry metrics.
Technologies like AI, machine learning, Internet of Things (IoT), and Robotic Process Automation (RPA) have immense power to simultaneously help develop this foundational understanding, while delivering on the promise of a transformative customer experiences.