Public Safety Answering Points (PSAPs) across the U.S. are realizing the benefits of real-time transcription and real-time translation of the 9-1-1 call. In Arizona, PSAPs are adopting CommandCentral Smart Transcription, Motorola Solutions’ cloud-based service that transcribes and translates the 9-1-1 call audio in real-time into searchable text.
We recently had the opportunity to hear from Jerel Frazier, Program Coordinator for the State of Arizona with over 20 years of experience in the 9-1-1 industry. His responsibilities include assisting PSAPs across the state in using Smart Transcription.
Real-time call transcription and enhanced efficiency
According to Jerel, one of the main things Smart Transcription is doing for Arizona telecommunicators (aka call takers and dispatchers) is helping them breathe easier and reduce their workload. “It allows them to focus more on interacting with 9-1-1 callers and coordinating responses rather than having to manually enter information,” says Jerel. “They know they have a tool in their toolkit that helps them minimize human error and capture critical information accurately.” The outcome, he believes, is a more positive experience for the 9-1-1 caller.
Real-time transcription for training and quality assurance
In addition to serving as a valuable tool for telecommunicators, Jerel shared that supervisors and managers were pleasantly surprised by the benefits of Smart Transcription. He explained how the real-time transcription can be used to train new dispatchers. “Being able to access the transcript of the conversation immediately after the call and even re-play specific sections, which are easily identified by timestamps, makes Smart Transcription a powerful training tool.”
Plus, Jerel sees how supervisors can use the real-time transcription for QA (Quality Assurance). “They have a full transcript of the actual call right after the call has ended or during the conversation so they can address issues that occur. Sometimes during the 9-1-1 call, the dispatcher may say ‘ah’ a lot and not realize it. But with Smart Transcription, they can see where they made the comments and adjust accordingly. It becomes a guide to helping adhere to protocols and identify areas for improvement.”
Jerel explains how Smart Transcription saves time in the QA process. “Before, you had to search for a call, listen to the call to get the information you needed, which still is the case for many agencies. The difference,” he explains, “is that with Smart Transcription you have the transcript in front of you and you can QA off of that.” Time spent searching is reduced since you can click on the timestamp for any segment of the call to find what you need. “This is important to be able to do,” says Jerel, “to see if there’s a tone change or things of that nature, to address these kinds of issues.”
Real-time transcription to better prepare first responders
Jerel believes the value of Smart Transcription extends beyond the PSAP walls to help responding officers and others involved be better informed and provide better service to the community. The tool allows telecommunicators to quickly share information with responders and investigators on the scene through a simple, permission-based approach. “There may be some situations where a sergeant or lieutenant needs information from a call immediately,” says Jerel. “I remember situations where a homicide detective wanted the recording. Now, with Smart Transcription, you can easily share the transcript or share the call with just a click of a couple buttons and get that information to them immediately.”
Automatically generated call summary
One of the new features in Smart Transcription is the call summary that is automatically generated and includes the keywords and metadata from the call. The summary provides a quick reference for telecommunicators and supervisors to review historical call content. Jerel says, “ For people working in public safety, it’s exceptional that you can, from two or three sentences, get a recap of the call.”
Real-time transcription and a searchable database
The call transcripts are stored in Motorola Solutions’ CommandCentral Evidence, providing a searchable database with evidentiary protection. Jerel says, “The benefit of having a searchable database of transcribed calls, makes it easy to retrieve specific calls for review, analysis or evidence. It also enables the use of advanced data analytics on transcribed calls to identify trends, common issues and areas for operational improvement.”
Recommendations for optimal success: The three basics
Jerel has three key points he shares with PSAPs that emphasize how the simplicity of Smart Transcription influences best practices.
- Make sure dispatchers are always logged into Smart Transcription. The resources and methods for supervisors and managers come from the usage of the real-time transcription and translation.
- Smart Transcription is always learning because it is AI-driven. Even when call takers aren’t using the tool, as long as call takers are logged in, it is still learning.
- There’s nothing really to do to learn the tool. Call takers log in and with very few clicks, can start using it.
Jerel says there is a lot of satisfaction and a sense of completion when you utilize Smart Transcription because you can see an ending. “A lot of times you don’t see an ending with a call,” says Jerel. “But now, there’s a really easy way to go back and review the conversation so our call takers and everyone can improve.”
“I love that the technology of Smart Transcription has come forward,” says Jerel. “This is something we do on our cell phones every day with AI. It just makes sense to bring it into 9-1-1. It increases our transparency and accountability, fostering public trust in emergency services.”
Watch Jerel’s two minute video on implementing Smart Transcription.
For more information, visit us at motorolasolutions.com/ng911.
