AI Triage

Overview#

The AI Triage module provides AI-powered emergency call processing capabilities for Public Safety Answering Points (PSAPs). It enables real-time call transcription, sentiment analysis, audio classification, dynamic priority scoring, surge redistribution, automated callback systems, and predictive staffing -- delivering a complete intelligent call processing pipeline for emergency services.

Key Features#

• Real-Time Call Transcription - Speech-to-text transcription of emergency calls with multi-language support, keyword extraction, and streaming capabilities for live call processing.
• Sentiment Analysis - Analyze caller emotional state to identify panic, distress, aggression, and confusion, with automatic escalation recommendations when urgency thresholds are exceeded.
• Background Audio Classification - Classify audio events such as gunshots, explosions, screams, vehicle crashes, and other emergency indicators with automatic escalation for critical events.
• Dynamic Priority Scoring (P1-P5) - Multi-component risk scoring that combines sentiment, audio, and keyword signals to assign priority levels from P1 (critical, immediate life threat) to P5 (informational), with configurable target response times.
• Emergency Keyword Detection - Automatic extraction and categorization of emergency-relevant keywords (weapons, medical, fire, crime, traffic, danger) from call transcripts with weighted scoring.
• Surge Redistribution - Monitor PSAP capacity in real time and automatically redistribute calls during surge conditions to partner PSAPs, overflow centers, or AI deflection queues.
• AI Callback System - Schedule and manage automated callbacks for non-urgent (P4/P5) calls, reducing queue pressure while maintaining service quality with multi-attempt retry logic and human escalation.
• Predictive Staffing - Forecast call volumes and staffing needs by hour, generate proactive alerts for understaffing or surge conditions, and provide shift coverage analysis.
• Smart Triage Gate - A structured triage evaluation runs on every significant transcript update, producing one of five outcomes: escalate immediately (P1/P2 life threats), dispatch needed (P3), follow-up queue (P4), prank logged (P5), or pending. The triage gate enforces a one-way escalation rule where a call that reaches immediate escalation can never be downgraded, ensuring life-threatening situations are never missed. Triage decisions control when dispatcher broadcasts are sent, preventing information overload from non-emergency calls.
• Vulnerable Caller Detection - Over 30 phrases associated with children, elderly, and distressed callers trigger immediate escalation regardless of other signals. Phrases such as "help my mom", "my dad won't wake up", and "I'm a kid" are treated as critical indicators requiring human dispatcher involvement without delay.
• Prank and Non-Emergency Filtering - The triage system identifies prank indicators (8 phrases including "just kidding", "it's a joke") and non-emergency keywords (20 terms including "noise complaint", "pothole") to route calls appropriately. Emergency keywords always override prank or non-emergency indicators to prevent false filtering of genuine emergencies.
• PSAP Priority Floor - Emergency line calls enforce a P3 minimum priority floor. P4 (follow-up) and P5 (prank) outcomes on PSAP lines are automatically clamped to P3, ensuring every emergency line caller receives at least a standard response.
• Manual Priority Override - Supervisors can override AI-assigned priorities with documented reasoning for full audit trail accountability.
• Programmable API Access - Full API support for all triage operations including transcription, analysis, priority evaluation, surge management, and staffing predictions.

Priority Levels#

• P1 (Critical) - Immediate life threat, target response within 60 seconds. Risk score 80-100.
• P2 (High) - Urgent response needed, target response within 3 minutes. Risk score 60-79.
• P3 (Medium) - Standard response, target response within 10 minutes. Risk score 40-59.
• P4 (Low) - Non-urgent, target response within 30 minutes. Risk score 20-39. Eligible for AI callback.
• P5 (Informational) - Information only, target response within 1 hour. Risk score 0-19. Eligible for AI callback.

Use Cases#

• Emergency Call Processing - Process incoming 911/emergency calls through a complete AI pipeline: transcribe, analyze sentiment, classify audio events, extract keywords, and assign dynamic priority for dispatcher routing.
• PSAP Capacity Management - Monitor call center capacity across multiple PSAPs, automatically detect surge conditions, and redistribute calls to maintain acceptable wait times and service levels.
• Non-Urgent Call Management - Deflect P4/P5 calls to an automated callback queue, reducing live operator burden while ensuring callers receive timely follow-up with AI-assisted resolution.
• Staffing Optimization - Predict call volumes by hour and day of week, generate staffing recommendations, and alert supervisors to understaffing conditions before they impact service quality.

Integration#

The AI Triage module integrates with other Argus modules and external systems:

• Alert Management - Triage results and priority evaluations feed into the broader alert management system for unified incident tracking.
• Case Management - High-priority calls can automatically generate cases for investigation follow-up.
• Audit Trail - All priority evaluations, manual overrides, and callback outcomes are logged for compliance and quality assurance.
• Command Center - Real-time surge status and staffing metrics display in the operational command center dashboard.

Last Reviewed: 2026-04-02