Blog | 04.11.2024

How Artificial Intelligence Can Help 9-1-1 Admins & Dispatchers 

We had a productive time exploring the latest in 9-1-1 innovation at Maryland’s Public Safety and Emergency Communications Expo. It was great to see many of our customers in one place.

NWN Carousel serves 200+ PSAPs both large and small. We understand the need for reliable emergency response systems. Enhanced NG911 services are a lifeline during emergencies, ensuring quick and accurate assistance. With advancements in technology, integrating Artificial Intelligence (AI) into NG911 upgrades presents a transformative opportunity to enhance public safety and emergency response capabilities and workloads.

Our call-handling solutions are at the forefront of innovation, providing high availability and geo-redundant centralized Session Initiation Protocol (SIP) services directly to Public Safety Answering Points (PSAPs). Through a fully managed end-to-end approach, supported by our 24/7 Network Operation Center via our Experience Management Platform, NWN Carousel offers comprehensive support and call-handling solutions to include:

  • Quick Deployment & Rapid Ramp-Up: Time is of the essence during emergencies. NWN Carousel’s solutions are designed for quick deployment and rapid scalability, ensuring that critical services are operational without delay.
  • Number Portability: Seamless transfer of phone numbers ensures continuity of service for individuals and organizations, regardless of location or provider changes.
  • Disaster Recovery: Built-in disaster recovery mechanisms guarantee uninterrupted service delivery, even in the face of unforeseen events or system failures.
  • TF Call Assurance: NWN Carousel’s services prioritize the reliability of Toll-Free (TF) calls, ensuring that emergency communications channels remain open and accessible.
  • SIP Security: Robust security measures safeguard against unauthorized access and protect sensitive information transmitted through SIP channels.
  • Fraud/Spoofing Detection: AI-powered algorithms detect and mitigate fraudulent activities, safeguarding against malicious attempts to disrupt emergency communications.
  • Robo/SPAM Call Blocking: Automated mechanisms identify and block unwanted robocalls and spam, minimizing distractions and optimizing resource allocation for genuine emergency calls.
  • Reputation Management: NWN Carousel employs advanced reputation management techniques to maintain the integrity and trustworthiness of emergency communication channels.
  • Integrated Reporting & Analytics via EMP: Comprehensive reporting and analytics empower PSAPs with actionable insights, enabling continuous optimization of emergency response strategies.
  • Optional Wireless 3G/4G Backup and/or Satellite: Redundant connectivity options, including wireless and satellite backups, ensure operational continuity even in remote or challenging environments.

By leveraging AI-driven technologies and advanced SIP services, NWN Carousel revolutionizes NG9-1-1 systems, enhancing their reliability, efficiency, and effectiveness. These upgrades not only improve emergency response capabilities but also contribute to safer, more resilient communities.

What is a Smart PSAP?

A Smart PSAP represents the next generation of emergency response centers, empowered by advanced technologies to enhance efficiency, accuracy, and responsiveness. Unlike traditional PSAPs, which primarily rely on manual processes and outdated systems, smart PSAPs leverage cutting-edge tools such as artificial intelligence (AI), Internet of Things (IoT) devices, and data analytics to transform emergency operations.

At the core of a smart PSAP is AI-powered call handling and prioritization. By analyzing incoming calls in real time, AI algorithms can triage emergencies based on severity, location, and other factors, ensuring that critical incidents receive immediate attention. This intelligent call routing optimizes resource allocation and reduces response times, potentially saving lives in critical situations.

In addition to AI-driven call management, smart PSAPs integrate IoT devices and sensors to gather real-time data from various sources. For example, connected cameras, traffic sensors, and weather stations can provide valuable situational awareness to dispatchers, enabling them to make informed decisions and coordinate responses more effectively. Furthermore, these IoT devices can automatically trigger alerts and notifications based on predefined criteria, augmenting the capabilities of human operators.

Data analytics also play a crucial role in smart PSAPs, enabling agencies to identify trends, patterns, and areas for improvement in emergency response operations. By analyzing historical call data, response times, and incident outcomes, PSAP administrators can optimize staffing levels, resource allocation, and training programs to enhance overall performance. Additionally, predictive analytics can anticipate future demand and help agencies proactively allocate resources to high-risk areas or times.

A smart PSAP represents a significant advancement in public safety and emergency response, leveraging technology to improve outcomes for both responders and the communities they serve. By harnessing the power of AI, IoT, and data analytics, these modernized emergency centers are better equipped to handle the increasingly complex challenges of today’s world, ultimately making our communities safer and more resilient.

Benefits Include:

  • Reduce Call Specialist Workload
  • Automation to Augment Staffing Challenges
  • Lower Constituent and Agent Effort
  • Meet Service Level Objectives which Equals Constituent Satisfaction
  • Reduces Costs and Improves Efficiency 
  • Human-like interactions resulting in faster self-service
  • Bot training up to 5x faster

Competitive Advantages:

  • Telco Usage Included in Bundles

The integration of artificial intelligence into NG9-1-1 upgrades represents a significant milestone in the evolution of public safety and emergency response systems. NWN Carousel’s commitment to innovation ensures that communities have access to the most advanced and reliable emergency services.

With 30 years of experience and hundreds of successful legacy PSAP migrations, NWN Carousel is ready to help you build your Next Generation 9-1-1 solution.