AI Triage System

Overview#

The AI Triage System transforms emergency call handling through real-time AI analysis that processes calls significantly faster than traditional methods while improving critical response times. Designed for emergency dispatch centers and public safety answering points, the system deploys seven integrated AI capabilities to analyze, prioritize, and route emergency calls, ensuring life-threatening situations receive immediate attention even during surge events.

Key Features#

• Real-Time Call Transcription -- Converts live audio to text with high accuracy across challenging acoustic environments, supporting multi-language detection and speaker separation
• Sentiment and Distress Analysis -- Evaluates caller emotional state, urgency, and distress levels from both text and acoustic features across seven emotion categories, enabling automatic escalation when urgency thresholds are exceeded
• Background Audio Classification -- Detects critical sounds such as gunshots, explosions, screams, and vehicle crashes in call backgrounds, providing context that callers may not verbally communicate
• Dynamic Priority Scoring (P1-P5) -- Synthesizes transcription keywords, sentiment analysis, and audio classification into a risk score that assigns priority levels with target response times from 60 seconds to 60 minutes
• Surge Redistribution -- Monitors queue depth and operator availability in real-time, automatically implementing countermeasures such as callback offers, partner transfers, and AI deflection when capacity is exceeded
• AI Callback System -- Autonomously handles low-priority calls through voice interaction, resolving a significant portion of callbacks without human dispatcher involvement
• Predictive Staffing Alerts -- Forecasts call volumes up to 24 hours in advance, enabling proactive staffing adjustments that reduce understaffing incidents and overtime costs
• Emergency Keyword Intelligence -- Maintains a weighted dictionary of emergency-critical terms that contribute to real-time risk scoring
• Dispatcher Override Support -- Dispatchers retain full authority to override AI priority assignments, with feedback used to continuously improve the algorithm

Use Cases#

• Mass Casualty Events -- During surge incidents, the system triages dozens of related calls within seconds, consolidates intelligence for dispatchers, and automatically manages queue overflow to ensure no critical calls are missed
• Routine Call Deflection -- On typical days, AI callback handling frees dispatcher capacity by resolving non-emergency inquiries such as noise complaints and records requests autonomously
• Predictive Staffing -- Historical analysis combined with weather, events, and seasonal patterns enables supervisors to proactively adjust staffing before predicted surges, maintaining service levels and reducing emergency overtime
• Multi-Agency Coordination -- Consolidated incident views from multiple related calls provide incident commanders with rapid situational awareness for coordinated response

Integration#

The AI Triage System integrates with existing CAD systems, telephony platforms, and emergency response networks. Staffing recommendations export to workforce management platforms, and the system supports mutual aid agreements with partner dispatch centers for automated call redistribution.

Last Reviewed: 2026-02-05