When it comes to public safety, every second counts. From fire and police departments to air traffic control and medical services, safeguarding lives and infrastructure requires the most agile call recording and analytics solutions out there. And what says 'quick and efficient' more than artificial intelligence (AI)?
The integration of AI within these aspects of public safety services can be, and is already beginning to be, a pivotal catalyst for change.
ASC Technologies has been offering recording and analytics services to the public safety sector since its inception in 1964, with a diverse clientele spanning police departments, governmental agencies, and military organizations. In a recent conversation with two of ASC’s Product Managers, Britta Chiaia and John Fountain, we discussed how AI-driven features empower call handlers, enhance efficiency, and ultimately save lives.
Two Types of Documentation
Within the public safety domain, there are two different types of documentation required. Short-term documentation enables rapid playback of recent emergency calls, facilitating quick clarification and response adjustments, while long-term documentation is essential for reconstructing critical events such as hostage situations or criminal activities.
ASC cater to both types of documentation with their Recording Insights solution, used by many public safety organizations around the world.
"Recognizing the invaluable role of public safety services, we're constantly adding new ways to utilize AI-driven features in Recording Insights to better support both documentation and analysis," Fountain says.
Increased Efficiency is a Lifesaver. Literally
So, how is AI used within ASC's Recording Insights platform to make public safety operations smoother?
Other than the ability to search and filter conversations, one of the most important aspects of the platform is its dashboard, where conversations are categorized based on predefined parameters like urgency and relevant emergency services.
"When it comes to categorization, AI is a huge help," Chiaia notes.
"It effectively means no more manual keyword preparation, which used to be extremely time-consuming and virtually impossible for many of our customers."
Recording Insight's AI policy engine also allows call handlers to dig deeper into conversations, picking out essential information like addresses and summarizing the main points. This can be helpful for various use cases, one of which is using the THRIVE system.
"Many public safety services, particularly in the UK, use THRIVE to evaluate emergency calls, as part of which they're required to rate threat levels and answer extensive questions," Fountain explains.
