Public safety answering point language detection

• US 9,167,090 B2
• Filed: 03/18/2013
• Issued: 10/20/2015
• Est. Priority Date: 03/18/2013
• Status: Active Grant

• Current Assignee: Arlington Technologies, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: Avaya Incorporated
• Inventors: Bentley, Jon, Fletcher, Mark, Hall, Joseph L., Levi, Avram, Michaelis, Paul Roller, Teutsch, Heinz
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US13/846,243
• Publication Number:
  US 20140270144A1
• Time in Patent Office: 946 Days
• Field of Search: 379/45, 379/88.05, 379/88.06, 379/265.01, 379/265.02, 379/265.07, 379/265.09, 37926511-26513
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2242/04 for emergency applications
• CPC Class Codes: H04M 3/5116 for emergency applications

Abstract

A Public Safety Answering Point (PSAP) is disclosed. The PSAP is configured to enable the detection of language preferences, capabilities, or inabilities and, based on such detection, assist the PSAP agent in assisting the PSAP caller. The PSAP may additionally or alternatively utilize the detection of language information to assist in the decision to route or re-route the PSAP caller to appropriate PSAP resources.

Claims

1. A method performed by a processor of servicing an emergency contact in a Public Safety Answering Point (PSAP) call center, the method comprising:

receiving a contact from a caller at a work assignment mechanism and generating a corresponding work item to represent the contact in the PSAP call center;

prior to assigning the work item to a first PSAP agent, performing a first language assessment process at a work assignment engine based on data sources associated with the caller stored in a customer information database, wherein the data sources are two or more of the following;

location information for the caller, caller identification information, caller name information, phonetic information, customer history information, and language probabilities;

based on the first language assessment process, making a first probabilistic determination of an at least one of a language preference and requirement of the caller;

based on the first probabilistic determination of the at least one of a language preference and requirement of the caller, assigning the work item to a first PSAP agent who meets the at least one language preference and requirement;

during an interaction between the first PSAP agent and caller, determining that the at least one of a language preference and requirement of the caller is not completely satisfied by the first PSAP agent; and

enabling the first PSAP agent to invoke a processor-executable language assessment module, the language assessment module providing the first PSAP agent with one or more tools to determine the at least one of a language preference and requirement of the caller.

2. The method of claim 1, further comprising:

performing a second language assessment processes, the second language assessment processes being configured to probe further the at least one of a language preference and requirement;

based on the second language assessment processes, making a second probabilistic determination of the at least one of a language preference and requirement of the caller; and

attempting to confirm with the caller whether the second probabilistic determination of the at least one of a language preference and requirement is accurate.

3. The method of claim 2, further comprising:

receiving confirmation from the caller that the probabilistic determination of the at least one of a language preference and requirement is accurate.

4. The method of claim 3, further comprising:

updating a script to the first PSAP agent, the updated script including information to assist the first PSAP agent to communicate with the caller.

5. The method of claim 3, further comprising:

selecting a second PSAP agent that is better suited to communicate with the caller than the first PSAP agent; and

transferring the caller from the first PSAP agent to the second PSAP agent.

6. The method of claim 1, further comprising:

determining that the caller is unable or unwilling to speak; and

providing the caller with additional information that is configured to calm the caller even though the caller is unable or unwilling to speak.

17. The method of claim 1, wherein the data sources are sent from a mobile device in real time, the data sources are included in a header comprising one or more of the following:

contact element, timestamp, status, and tuple umbrella element.

18. The method of claim 2, further comprising, sending one or more images to the caller'"'"'s mobile device, wherein each image represents a query in the at least one of a language preference and requirement selected based on the second probabilistic determination.

19. The method of claim 3, further comprising:

after receiving confirmation from the caller that the probabilistic determination of the at least one of a language preference and requirement is accurate, providing the confirmed at least one of a language preference and requirement to to first responders.

7. A non-transitory computer readable medium having stored thereon instructions that cause a computing system to execute a method of servicing a contact in a contact center, the instructions comprising:

instructions configured to receive a contact from a caller at a work assignment mechanism and generate a corresponding work item to represent the contact in the contact center;

instructions configured to perform a first language assessment process at a work assignment engine based on data sources associated with the caller stored in a customer information database, wherein the data sources are two or more of the following;

location information for the caller, caller identification information, caller name information, phonetic information, customer history information, and language probabilities;

instructions configured to, based on the first language assesment process, make a first probabilistic determination of an at least one of a language preference and requirement of the caller;

instructions configured to, based on the first probabilistic determination of the at least one of a language preference and requirement of the caller, assign the work item to a first agent;

instructions configured to, during an interaction between the first agent and caller, determine that the at least one of a language preference and requirement of the caller is not completely satisfied by the first agent; and

instructions configured to enable the first agent to invoke a processor-executable language assessment module, the processor-executable language assessment module providing the first agent with one or more tools to determine the at least one of a language preference and requirement of the caller.

8. The computer readable medium of claim 7, wherein the instructions further comprise:

instructions configured to perform a second language assessment processes, the second language assessment processes being configured to probe the at least one of a language preference and requirement;

instructions configured to, based on the second language assessment processes, make a second probabilistic determination of the at least one of a language preference and requirement of the caller; and

instructions configured to attempt to confirm with the caller whether the second probabilistic determination of the at least one of a language preference and requirement is accurate.

9. The computer readable medium of claim 8, wherein the instructions further comprise:

instructions configured to receive confirmation from the caller that the probabilistic determination of the at least one of a language preference and requirement is accurate.

10. The computer readable medium of claim 9, wherein the instructions further comprise:

instructions configured to determine that the caller is deaf and, in response thereto, enhance communications with the caller to include a visual form of communication.

11. The computer readable medium of claim 9, wherein the instructions further comprise:

instructions configured to select a second agent that is better suited to communicate with the caller than the first agent; and

instructions configured to transfer the caller from the first agent to the second agent.

12. The computer readable medium of claim 7 wherein the instructions further comprise:

instructions configured to determine that the caller is unable or unwilling to speak; and

instructions configured to provide the caller with additional information that is configured to calm the caller even though the caller is unable or unwilling to speak.

20. The instructions of claim 8, further comprising:

instructions configured to receive data sources sent from the caller'"'"'s mobile device in real time, the data sources are included in a header comprising one or more of the following;

contact element, timestamp, status, and tuple umbrella element;

instructions configured to send one or more images to the caller'"'"'s mobile device, wherein each image represents a query in the at least one of a language preference and requirement selected based on the second probabilistic determination; and

instructions configured to receive confirmation from the caller that the second probabilistic determination of the at least one of a language preference and requirement is accurate; and

instructions configured to provide the confirmed at least one of a language preference and requirement to first responders.

13. A contact center, comprising:

a processor configured to execute programming instructions stored in memory; and

memory comprising instructions that are executable by the processor, the instructions including;

a work assignment instruction performed by a work assignment mechanism to receive a contact from a caller, generate a corresponding work item to represent the contact in the contact center, and assign the work item to a first agent based on a preliminary language assesment process based on data sources associated with the caller stored in a customer information database, wherein the data sources are two or more of the following;

location information for the caller, caller identification information, caller name information, phonetic information, customer history information, and language probabilities; and

a language assessment instruction performed by a processor-executable language assesment module to, during an interaction between the first agent and caller, determine that at least one of a language preference and requirement of the caller is not completely satisfied by the first agent, and, in response thereto, provide the first agent with one or more tools to determine the at least one of a language preference and requirement of the caller.

14. The contact center of claim 13, wherein the language assessment module is further configured to perform a secondary language assessment process that further probes the at least one of a language preference and requirement, and then based on the secondary language assessment process, make a probabilistic determination of the at least one of a language preference and requirement of the caller.

15. The contact center of claim 14, wherein the language assessment module is further configured confirm with the caller whether the probabilistic determination of the at least one of a language preference and requirement is accurate.

16. The contact center of claim 13, wherein the language assessment module is further configured to determine that the caller is unable or unwilling to speak.