METHODS AND SYSTEMS FOR EVALUATING COMPLIANCE OF COMMUNICATION OF A DISPATCHER

• Main Authors: Ho, Shyan Jenq, Liaw, Wei Ling Cecilia, VK CHACKO, V.C. Prakash, Khoo, Kai Boon, Che At, Mohd Hisham Muddin
• Format: Patent
• Language: English
• Published: 15.08.2019
• Subjects: ACOUSTICS; ALARM SYSTEMS; HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATIONTECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING ORPROCESSING OF MEDICAL OR HEALTHCARE DATA; INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTEDFOR SPECIFIC APPLICATION FIELDS; MUSICAL INSTRUMENTS; ORDER TELEGRAPHS; PHYSICS; SIGNALLING; SIGNALLING OR CALLING SYSTEMS; SPEECH ANALYSIS OR SYNTHESIS; SPEECH OR AUDIO CODING OR DECODING; SPEECH OR VOICE PROCESSING; SPEECH RECOGNITION

Methods and systems for evaluating compliance of communication of a dispatcher. One system includes an electronic computing device that includes an input device, a transceiver, and one or more electronic processors. The one or more electronic processors are configured to monitor communication between a dispatcher and a caller during a call and determine a type of call. The one or more electronic processors are further configured to determine a conversational procedure based on the type of call and compare a characteristic of the monitored communication to a constraint of the conversational procedure. The one or more electronic processors are further configured to determine that the characteristic of the monitored communication is outside the constraint of the conversational procedure and take an action as a function of determining that the characteristic of the monitored communication is outside the constraint of the conversational procedure.