Motorola partners with Utah Communications Authority to cut down on wait times for emergency callers.
In a significant stride towards improving emergency response times and call handling, the Utah Communications Authority (UCA) has announced plans for Public Safety Answering Points (PSAPs) throughout Utah to implement Motorola Solutions' Virtual Response technology.
The Virtual Response technology is designed to automate the handling of simple, non-emergency line calls, freeing up call handlers to focus on calls that require human empathy and expertise. This is particularly beneficial as approximately 65% of Utah's 911 PSAPs' workloads are non-emergency line calls.
The AI-driven system allows callers to ask questions and receive answers in their native language, and it can respond to queries via voice or text. For instance, if a caller reports a lost dog, the technology can provide them with contact details for animal services.
The implementation of these technologies is expected to decrease wait times for 911 callers in the midst of true crises. By automating the handling of non-emergency calls, PSAPs can prioritize emergency calls, ensuring that critical situations receive immediate attention without delay.
In addition to Virtual Response, PSAPs in Utah can also deploy Motorola Solutions' Assist for 911 and Radius Mapping technologies. These complement VESTA 9-1-1 call-handling software with enhanced AI and mapping features, further streamlining operations within PSAPs.
The UCA is funding the statewide deployment of Motorola Solutions' Virtual Response technology, making it accessible to all PSAPs in Utah. This move is aimed at improving the efficiency of Utah's 911 services, as the 27 PSAPs throughout Utah processed nearly 900,000 911 calls and over 2 million non-emergency line calls last year.
Moreover, PSAPs can now use an upfront automated message for non-emergency line callers to share information about local events like planned brush fires. This proactive approach is expected to enhance the overall efficiency of public safety operations in Utah.
In conclusion, the implementation of Motorola Solutions' Virtual Response technology in Utah's public safety answering points (PSAPs) is designed to significantly impact both emergency response times and non-emergency call handling, ultimately leading to a more efficient and effective public safety system.
The AI-driven Virtual Response technology, implemented by the Utah Communications Authority (UCA), allows callers to receive automated answers in their native language for non-emergency calls and provides relevant information, such as contact details for animal services, thereby freeing up call handlers to focus on critical situations that require human expertise. Furthermore, the deployment of this technology is expected to enhance the overall efficiency of Utah's public safety system by automating the handling of non-emergency calls, enabling faster processing of emergency calls and improving response times.
