City of Baltimore 911 Call and Dispatch Center is maximizing situational awareness through end-to-end use of call data and AI from call-taking through to QA
NEW YORK — Prepared, the leading AI platform built to revolutionize emergency communications, today announced that the City of Baltimore 911 Call and Dispatch Center selected the Prepared End-to-End Assistive AI Platform to optimize 911 emergency response.
The Prepared End-to-End Assistive AI Platform enables the City of Baltimore 911 Call and Dispatch Center to include video, real-time two-way audio language translation, call transcripts and transcript translations for optimal efficiency, maximized situational awareness and insights for an average of 3,500 daily 911 calls. The Prepared solution also dramatically increased quality assurance (QA) evaluations from 20% to 100% of calls in only seven days.
“The Prepared platform allows us to go beyond the headset, from hearing to seeing. It not only includes the video component of 911 calls, but it also provides photos, call transcripts and real-time two-way translation from Spanish to English if needed. The Prepared platform enables our 911 call takers and dispatchers to manage a call more efficiently and effectively while reducing the unknown factors. Prepared gives our team and our constituents peace of mind from knowing that we have the best call and dispatch solution to assist 911 callers in their time of need,” said Tenea Reddick, Baltimore City 911 director, City of Baltimore 911 Call and Dispatch Center.
“Prepared is proud to be the emergency response platform for the City of Baltimore 911 Call and Dispatch Center, and to work with the center on developing and implementing new innovative features built using the latest in technology” said Michael Chime, CEO and co-founder of Prepared. “Our relationship with the City of Baltimore 911 Call and Dispatch Center exemplifies our collaborative approach with customers and our mutual commitment to the most efficient and thorough call and dispatch management for those who urgently need help.”
Prepared currently offers real-time two-way audio translation between English and Spanish and will add additional languages for audio translation. Prepared also offers text translation for incoming and outgoing SMS messages in more than 140 languages, and translation of 911 call transcripts in real-time for more than 30 languages. Language translation is the most important feature for the City of Baltimore 911 Call and Dispatch Center.
“Prepared’s real-time transcripts and language translation services are the biggest differentiators for Prepared and the most important features for our call center. The language barrier is the biggest issue for us with so many non-English and limited-English speakers in Baltimore City; getting them to even dial 911 was a challenge that Prepared resolved. Now, non-English and limited-English speakers increasingly dial 911 because they know they’ll get the help they need,” Reddick added.
The City of Baltimore 911 Call and Dispatch Center also works with Prepared to ideate and implement new platform features, such as the addition of address verification through transcripts of spoken location. “When we suggested additional features that we’d love to have in the platform, Prepared developed them for us. Prepared helped us realize additional capabilities that continually improve our level of call-taking, dispatching and on-scene help,” said Reddick.
The Prepared End-to-End Assistive AI Platform includes these features:
- Automated Non-Emergency Triage optimizes the bandwidth and stamina of telecommunicators by appropriately rerouting the high volume of non-emergency calls, which can be up to 75% of the call volume in a center.
- Assistive Dispatch transcribes all radio traffic in real time so that dispatchers who need to communicate with field responders to deploy an appropriate emergency response can see what was said, when, by whom and in which talk group.
- Automated QA leverages call data such as audio recordings and transcripts, and AI-powered automation to reduce the manual and time-consuming burden of QA and review to help ensure that every call is reviewed in a timely manner.
- Assistive Call Taking reduces call processing times by up to 50% by automatically transcribing calls, translating non-English languages in real time and flagging critical keywords from a call, while providing actionable location accuracy and call summarization.
- Location Accuracy streamlines determining the precise location of a caller, which is among the most important information a call taker needs to confirm.
The Prepared End-to-End Assistive AI Platform is focused on eliminating the limitations of fragmented information usually resulting from the use of point solutions designed to perform specific tasks but difficult to integrate. Democratizing data across the stages of a call and beyond provides every person in the response chain a comprehensive view of a situation resulting in swift, efficient and accurate actions.
About Prepared
Prepared is a pioneer of assistive AI technology for public safety agencies. The Prepared End-to-End Assistive AI Platform is an AI-powered 911 emergency-response platform that synthesizes data to increase call-taking and dispatch efficiency. The platform delivers seamless AI assistance integrated into every stage of the emergency response process and a fully interoperable, single-screen experience. Since its founding in 2019, the company now partners with nearly 1,000 agencies in 49 states that protect 97 million people. It has raised $57 million in venture funding from leading investors, including Andreessen Horowitz (aka a16z), M13 and First Round Capital. For more information, visit Prepared911.com.
