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Innovating in emergency response: AI’s role in shaping safer communities

  • In Scotland, police officers are experiencing a mental health crisis, with over 59,000 workdays lost in a year due to stress, anxiety, and PTSD, exacerbated by staffing cutbacks and increased workloads. (as of 09/23)
  • NHS ambulance services in England are struggling with high turnover rates, as staff leave for less stressful or better-paid jobs, resulting in delays and further pressure on the remaining workforce. Staff turnover rates at South Central ambulance service (SCAS) have been soaring at 20%. The turnover rate for advanced paramedics is 20%, rising to more than 40% for dispatchers, 55% for assistant dispatchers, and 80% for emergency call-takers and NHS 111 healthcare advisers. Sickness absence rates are also higher than before the pandemic.
  • US is not having it any easier. 911 dispatch centres in the US are grappling with a severe staffing crisis, with 1/4 of positions vacant, leading to increased wait times and a loss of public trust.

These scenarios are just few of the many in blue light sector that underscore the immense pressure emergency services personnel face, leading to burnout, reduced efficiency, and compromised public safety.

In this context, applying AI in emergency services emerges is a potential game-changer.

AI can significantly enhance operational efficiency and decision-making in these high-pressure environments. E.g AI-powered tools can prioritise emergency calls based on urgency, ensuring that critical cases are attended to promptly. This capability not only improves response times but also manages workloads more effectively, potentially alleviating some of the stress on the staff.

AI systems can perform routine tasks and assist in complex decision-making. This support can be crucial in reducing the cognitive load on human operators, allowing them to focus on critical, human aspects of their jobs and potentially reducing burnout.

Next area is data analysis and risk assessment. By quickly analysing vast volumes of data, AI systems can identify patterns and risks, providing valuable insights that can guide emergency response strategies. AI shows great results in areas like data transcription and collation, leading to more accurate data capturing, reducing human errors and enhancing overall service quality.

Our work in public sector, particularly with Humberside Police, exemplifies our commitment to revolutionising emergency services. By implementing Untrite Thrive platform, we’ve achieved significant efficiencies: a 29% reduction in DA call handling time, 2x the resource assistance per operator, and reducing call waiting times and human errors. This not only enhances operational effectiveness but also crucially supports the mental wellbeing of personnel, reducing stress and burnout.

We recognise that these challenges are not just operational but deeply human.

Our AI solutions offer more than efficiency; they provide a much-needed support system for those at the frontline of emergency response. And probably the most powerful feedback we’ve ever received, proving that we’re on the right track, was when one dispatch officer described working with our tool:

“It’s a safety net.”

Our AI solutions extend beyond emergency services, catering to the private sector’s complex, resource-intensive customer service environments, such as in manufacturing. Thanks to our tool Untrite X, we assist engineers in achieving optimal response times and quicker first-time resolutions, enhancing overall operational efficiency. For organisations seeking to revolutionise their customer service with AI-driven insights and efficiency, we invite you to explore how we can tailor our solutions to meet your specific needs.
Contact us to discover how our AI expertise can benefit your operations and drive significant improvements in service delivery.

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