PSAP Real-Time Call Summary Service

Overview#

The Real-Time Call Summary Service generates and maintains running AI-powered summaries of active PSAP voice calls, providing dispatchers and supervisors with a continuously updated written overview of each call's content without requiring them to listen to the live audio. The service generates periodic summaries every 15 seconds during active calls and produces a comprehensive final summary when calls conclude, with all summaries persisted to the call record and associated incident.

Summary generation is gated by the triage system to prevent information overload: summaries are only broadcast to dispatchers after the triage gate has determined that the call warrants dispatcher involvement.

Key Features#

• Periodic Running Summaries - The service evaluates the call transcript every 15 seconds and generates an updated summary when at least 100 new characters of transcript have accumulated since the last summary. This cadence provides frequent updates during active calls without generating unnecessary summaries during pauses.

• Lightweight AI Summarisation - Summaries are generated using lightweight AI models (Claude Haiku or GPT-4o-mini) to minimise latency and cost while maintaining summary quality. The summarisation prompt is tuned for emergency call context, focusing on the nature of the emergency, caller location, injuries or threats, and actions taken.

• Triage-Gated Broadcasting - Running summaries are broadcast to dispatchers via WebSocket (CALL_SUMMARY_UPDATE event) only after the triage gate has approved dispatcher involvement. Calls that are still pending triage, identified as non-emergencies, or flagged as pranks do not generate dispatcher broadcasts, reducing noise in the dispatch queue.

• Final Call Summary - When a call concludes, the service generates a comprehensive final summary covering the full call content. The final summary is persisted to both the call record (psap_voice_ai_calls) and the associated incident record (incidents.ai_summary), providing a permanent written record accessible without audio playback.

• Organisation-Scoped Persistence - All summary writes are scoped by tenant and organisation, ensuring summaries are only visible within the owning organisation and preventing cross-tenant data exposure in multi-tenant deployments.

• Transfer Context Inclusion - When a call is transferred between agencies, the running summary is included in the transfer context alongside transcript excerpts, gathered information, and medical protocol state. This provides the receiving agency with immediate situational awareness.

Use Cases#

• Dispatcher Queue Management - Dispatchers monitoring multiple active calls read running summaries to prioritise which calls need immediate attention, without switching between audio feeds.
• Supervisor Oversight - Supervisors review running summaries across all active calls on the dispatch floor to maintain situational awareness and identify calls that may need escalation or additional resources.
• After-Action Documentation - Final call summaries provide a written record of each emergency call that can be reviewed, searched, and included in incident reports without requiring audio playback.
• Inter-Agency Handoff - When calls are transferred to another agency, the running summary provides the receiving dispatcher with immediate context, reducing the time needed to understand the situation.

Integration#

The Call Summary Service connects to the voice AI transcription pipeline for transcript input, the triage gate for broadcast authorisation, the WebSocket event system for dispatcher delivery, and the incident management system for final summary persistence. Summaries are included in the incident continuity transfer context when calls move between agencies.

Last Reviewed: 2026-04-02