METHOD AND SYSTEM FOR OPERATIONAL IMPROVEMENTS IN DISPATCH CONSOLE SYSTEMS IN A MULTI-SOURCE ENVIRONMENT

• US 20110276326A1
• Filed: 05/06/2010
• Published: 11/10/2011
• Est. Priority Date: 05/06/2010
• Status: Abandoned Application

• Current Assignee: Motorola Solutions, Inc.
• Original Assignee: Motorola, Inc. (Motorola Solutions, Inc.)
• Inventors: Shahaf, Mark, Fumarolo, Arthur L.
• Application Number:
  US12/774,755
• Publication Number:
  US 20110276326A1
• Time in Patent Office: Days
• US Class Current: 704/235
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/42187 Lines and connections with preferential service
• CPC Class Codes: H04M 3/5116 for emergency applications
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention

Abstract

A method and system for operational improvements in a dispatch console in a multi-source environment includes receiving (310) a plurality of audio streams simultaneously from a plurality of mobile devices, transcribing received audio streams by the means of speech-to-text conversion, presenting real-time transcriptions to the user and determining (320) if a first keyword is present in at least one of the plurality of audio and/or text streams. Upon determining the presence of the first keyword, the dispatch console automatically performs (330) at least one predefined dispatch console operation from a list of predefined dispatch console operations. The dispatch console further receives (340) a second keyword based on determining the presence of the first keyword and checks (350) for the presence of the second keyword within the audio and/or text streams thereby enabling additional automated dispatch console operations.

Claims

1. A dispatch console in communication with a plurality of communication sources using a network, the dispatch console comprising:

a receiver for simultaneously receiving a plurality of audio streams from the plurality of communication sources;

a speech-to-text converter providing real-time transcription of the plurality of audio streams into a plurality of text streams; and

a display providing a user interface to the dispatch console, the display for displaying in real-time the plurality of text streams concurrently from each of the communication sources.

2. The dispatch console of claim 1, wherein the display in the user interface further displays at least one of a time stamp of at least one of the plurality of audio streams, and an identification of a user of at least one of the plurality of communication sources.

3. The dispatch console of claim 1, wherein the display in the user interface further includes a plurality of rolling buffers for displaying the plurality of text streams.

4. The dispatch console of claim 1, wherein the display displays the plurality of text streams in response to receiving a user request at the dispatch console and the dispatch console further includes a memory device for saving the plurality of text streams in response to a manual input to the dispatch console.

5. The dispatch console of claim 1 further comprising:

a keyword spotter for determining that a keyword is present in at least one of the plurality of audio streams or the plurality of text streams; and

a processor preconfigured to automatically perform at least one predefined dispatch console operation from a list of predefined dispatch console operations in response to the keyword spotter determining that the keyword is present in at least one of the plurality of audio streams or the plurality of text streams.

6. The dispatch console of claim 5 wherein the keyword spotter determines the presence of the keyword by at least one of:

comparing the keyword with words in the plurality of audio streams;

searching for the keyword in the plurality of text streams obtained from the plurality of audio streams.

7. The dispatch console of claim 5, wherein the list of predefined dispatch console operations comprise at least one of audio and visual user dispatch console operations.

8. The dispatch console of claim 5, wherein the list of predefined dispatch console operations includes at least one of raising a volume of the at least one of the plurality of audio streams, routing the at least one of the plurality of audio streams to a different location, activating long-term logging of the at least one of the plurality of audio streams, activating long-term logging of a text stream corresponding to the at least one of the plurality of audio streams, displaying a visual indication of a channel used for the at least one of the plurality of audio streams, creating a list of channels of the at least one of the plurality of audio streams and displaying the list of channels on the dispatch console, sending a notification to other dispatch consoles, and highlighting the keyword in at least one of the plurality of audio streams.

9. The dispatch console of claim 1 further comprising:

a keyword spotter for determining that a first keyword is present in at least one of the plurality of audio streams or the plurality of text streams; and

a processor preconfigured for automatically performing at least one predefined dispatch console operation from a list of predefined dispatch console operations in response to the keyword spotter determining that the first keyword is present in at least one of the plurality of audio streams or the plurality of text streams; and

the processor being further configured to automatically perform another predefined dispatch console operation from the list of predefined dispatch console operations in response to a second keyword being present in at least one audio stream from the plurality of audio streams.

10. The dispatch console of claim 9 wherein the keyword spotter determines the presence of the first keyword by at least one of:

comparing the first a keyword with words in the plurality of audio streams;

searching for the first keyword in the plurality of text streams obtained from the plurality of audio streams, and

wherein the keyword spotter determines the presence of the second keyword by at least one of;

comparing the second keyword with words in the plurality of audio streams;

searching for the second keyword in the plurality of text streams obtained from the plurality of audio streams.

11. The dispatch console of claim 9, wherein the second keyword is manually input by the user.

12. The dispatch console of claim 9, wherein the second keyword is selected by a user from a text stream associated with the at least one of the plurality of audio streams.

13. The dispatch console of claim 9, wherein the processor is further configured to receive another keyword, upon determining that the second keyword is present in the at least one audio stream from the plurality of audio streams, and wherein the keyword spotter further determines if the another keyword is present in another plurality of audio streams and automatically performs another predefined dispatch console operation in response thereto.

14. The dispatch console of claim 9, wherein the processor performs the at least one predefined dispatch console operation based on the first keyword and a contextual environment of a user associated with the at least one of the plurality of audio streams.

15. The dispatch console of claim 9, wherein the plurality of audio streams corresponds to channels associated with mobile devices dispatched upon determining that the first keyword is present in the at least one of the plurality of audio streams.

16. A method for a dispatch console, the method comprising:

receiving a plurality of audio streams simultaneously from a plurality of mobile devices;

determining if a first keyword is present in at least one of the plurality of audio streams;

automatically performing at least one predefined dispatch console operation from a list of predefined dispatch console operations, upon determining that the first keyword is present in the at least one of the plurality of audio streams;

receiving a second keyword based on the determining;

checking if the second keyword is present in the plurality of audio streams; and

automatically performing another predefined dispatch console operation from the list of predefined dispatch console operations upon checking that the second keyword is present in the plurality of audio streams.

17. The method of claim 16, wherein the determining further includes performing at least one of:

comparing the first keyword with words in the plurality of audio streams; and

searching for the first keyword in a plurality of text streams obtained from the plurality of audio streams.

18. The method of claim 16, wherein the list of predefined dispatch console operations is reconfigurable by a user of the dispatch console.

19. The method of claim 16 further comprising:

storing the plurality of audio streams;

converting the plurality of audio streams into a plurality of text streams; and

storing the plurality of text streams.

20. The method of claim 16 further comprising:

performing the at least one predefined dispatch console operation based on the first keyword and a contextual environment of a user associated with the at least one of the plurality of audio streams.

21. The method of claim 16 further comprising:

receiving another keyword, upon checking that the second keyword is present in the at least one audio stream from the plurality of audio streams, and further determining if the another keyword is present in another plurality of audio streams.

22. The method of claim 16 further comprising:

receiving the second keyword at the dispatch console by performing one of;

manually entering the keyword into the dispatch console;

selecting the second keyword from a displayed text stream associated with the at least one of the plurality of audio streams.

23. The method of claim 16, wherein the plurality of audio streams corresponds to channels associated with mobile devices dispatched to perform an action upon determining that the first keyword is present in the at least one of the plurality of audio streams.

24. A dispatch console in communication with a plurality of communication sources, the dispatch console comprising:

a receiver for simultaneously receiving a plurality of audio streams from the plurality of communication sources;

a keyword spotter for determining that a keyword is present in at least one of the plurality of audio streams; and

the dispatch console automatically performing at least one predefined dispatch console operation in response to the keyword spotter determining that the keyword is present in at least one of the plurality of audio streams.

25. The dispatch console of claim 24, wherein the dispatch is configured to automatically perform another predefined dispatch console operation from the list of predefined dispatch console operations in response to a another keyword being present in at least one audio stream from the plurality of audio streams.