Overview#
A caller dials 112 at 2 a.m. reporting a road traffic collision on a rural motorway. Before the call reaches a human dispatcher, a conversational AI call-taker answers in under two seconds, confirms the location using the caller's network-derived position, captures the number of casualties, and flags the incident as Priority 1. By the time a dispatcher picks up, a pre-populated incident record is already on-screen with the caller's estimated location plotted on the common operating picture. The dispatcher confirms dispatch and the call is concluded in under ninety seconds.
The PSAP Enhancement Module extends a contact centre or command-and-control platform with AI-assisted emergency call taking, intelligent triage and deflection, and omnichannel verification. It supports both dedicated emergency lines (112, 999, 911) and non-emergency municipal channels through a unified subsystem configuration model, so councils and emergency services sharing the same platform can each present their own persona, voice, language, and operating procedure without any cross-contamination of configuration or call flow. The module is designed for European and North American PSAP environments and complies with NG911 and ETSI Emergency Telecommunications standards.
Key Features#
- Conversational AI Call Taking: A low-latency AI call-taker answers emergency and non-emergency lines immediately, collects incident details through natural-language dialogue, and hands the call to a human dispatcher with a fully pre-populated record, reducing average handle time.
- Intelligent Triage and Deflection: Incoming calls are classified by urgency in real time. Non-emergency queries are routed to automated self-service or non-emergency channels, reserving dispatcher capacity for life-safety incidents.
- Per-Subsystem Voice Identity: Emergency lines and municipal (council) lines can share the same platform whilst each presenting a distinct AI persona, greeting, language, voice, and maximum conversation window. Configuration changes to one subsystem cannot affect another.
- Multi-Carrier Inbound Support: The module accepts inbound calls over Twilio PSTN trunks and over SIP carrier accounts (including VoIP.ms and any RFC 3261-compliant provider), with a built-in SIP registration and media bridge to avoid dependence on a single carrier.
- Omnichannel Incident Ingestion: In addition to voice, the module accepts SMS reports, and is extensible to multimedia (video, IoT sensor alerts) consistent with Next Generation 911 and NG112 data requirements.
- Real-Time Audio Streaming to AI: Voice media is streamed in real time to the conversational AI engine, enabling interruption handling, confidence scoring, and graceful fallback to a human dispatcher without dead air.
- Surge and Priority Queuing: During mass-casualty events or severe weather, the module automatically adjusts queue thresholds, elevates priority routing, and can activate pre-configured surge-response scripts without manual reconfiguration.
- Greeting Audio Caching: AI-synthesised greeting audio is cached against a content hash (carrier, voice, script text), so repeated calls never incur re-synthesis latency and audio is served from edge object storage.
Use Cases#
- National Emergency Services (112 / 999 / 911): PSAPs handling high overnight call volumes use AI-assisted first response to capture caller location and incident type before a dispatcher joins, ensuring no call goes unanswered during surge periods.
- Municipal Non-Emergency Lines: Local councils operate a distinct AI assistant on a separate channel, with their own greeting, persona, and knowledge base, sharing underlying infrastructure with the emergency service without any configuration bleed-over.
- Next Generation 911 / NG112 Migration: Centres modernising from legacy PSTN to IP-based emergency services use the module's SIP and multimedia ingestion path to begin accepting location objects, caller photos, and telemetry alongside voice calls.
- Hybrid Dispatcher Environments: Smaller PSAPs with limited overnight staffing use the AI call-taker as a first responder that can handle the full intake for lower-priority incidents autonomously and escalate to on-call dispatchers only for Priority 1.
- Multi-Agency Shared Platforms: A single platform instance serves police, fire, ambulance, and council channels simultaneously, each isolated at the subsystem level with independent AI agents, voice profiles, and operating procedures.
Integration#
The PSAP Enhancement Module integrates with the platform's common operating picture to plot caller-derived locations and unit positions in real time. Incident records created during AI-assisted intake feed directly into the computer-aided dispatch workflow, where dispatchers can confirm, amend, and close them without re-entering information. Voice carrier configuration, AI agent assignment, and subsystem routing rules are all managed through the platform's administration interface. The module exposes a GraphQL API for incident ingestion, call session queries, and subsystem voice configuration, making it straightforward to connect external CAD systems, records management systems, and regional PSAP networks.
Open Standards#
- NENA i3 (NENA-STA-010): The module's SIP inbound path and Emergency Call Session Control Function design follow the NENA i3 Next Generation 911 architecture, supporting IP-based call delivery, location conveyance, and routing to the appropriate PSAP in an i3 network.
- IETF RFC 6442 (Location Conveyance for SIP): Caller location objects are accepted and processed in the SIP INVITE as specified by RFC 6442, enabling standards-based Automatic Location Identification from NG911 and NG112 networks.
- ETSI TS 103 479 (NG112 / PEMEA): The module supports the Pan-European Mobile Emergency App architecture for receiving app-originated emergency calls carrying embedded location and multimedia data, aligned with the ETSI Emergency Telecommunications committee specifications.
- ETSI EN 301 040 (E112 Location): Network-based caller location delivered by mobile carriers under the European E112 mandate is ingested and presented to dispatchers in accordance with the ETSI location accuracy and format requirements.
- IETF RFC 3261 (SIP): All voice call signalling uses Session Initiation Protocol, enabling interoperability with any standards-compliant SIP carrier, PBX, or PSAP gateway without proprietary trunk requirements.
- Common Alerting Protocol (CAP, OASIS CAP v1.2): Outbound public alerting triggered by major incidents uses the OASIS Common Alerting Protocol, ensuring compatibility with national and regional alerting aggregators and broadcast systems.
- IETF RFC 4119 (PIDF-LO): Presence Information Data Format Location Object is used to carry civic and geodetic caller location data between carriers, the platform, and the dispatcher console, conforming to the location format required by both NENA i3 and NG112.
- WebRTC (W3C / IETF): Browser-based dispatcher consoles connect to live call audio and real-time transcripts over WebRTC, using ICE, DTLS, and SRTP as specified by the W3C WebRTC standard, without requiring proprietary softphone clients.
Availability#
- Enterprise Plan: Included
- Professional Plan: Available with a PSAP add-on; municipal channel support requires the multi-subsystem option.
Last Reviewed: 2026-05-26