IBM Watson to analyze 911 calls

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The Association of Public-Safety Communications Officials International, an organization comprised of more than 29,000 members, tapped IBM Watson to evaluate 911 respondents Aug. 14.

APCO International provides 911 respondents with a criteria-based guidance software system to ensure respondents have appropriate information about various types of emergency call. The software system — called APCO IntelliCommä — will use Watson's speech-to-text and analytics platforms to evaluate emergency calls. Agency directors will analyze and compare this information to pre-scripted guidance.

"This augmented call taking and reporting will better inform directors on how the actual conversations between callers and telecommunicators unfold[,] which may allow agencies to iteratively modify training materials to better meet callers' needs," said Bill Josko, IBM GBS public safety practice leader for the U.S.

The organization will deploy select Watson capabilities into software systems at five call centers by November. Along with evaluating call center conversations, IBM officials also hope Watson will be able to help 911 respondents reduce call times and expedite emergency service deployment.

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