• Governer Partner :San Francisco
  • Department :Department of Emergency Management (DEM)
  • Category :Natural Language Processing (or Language), Resident Engagement

Project Summary

Non-english language 9-1-1 call center voice recognition

Challenge Details

Department of Emergency Management (DEM) receives approximately 18,000 non-English 9-1-1 calls per year. Determining the language of the caller can significantly delay the delivery of 9-1-1 services.

DEM is seeking a technology-based solution that can automatically analyze the audio of a call in real-time and notify the dispatchers of the language being spoken so that dispatchers can get the appropriate interpreter on the line faster.

What would success look like: A technology-based solution for when a non-English speaking 9-1-1 call is received at the call center, the new software would analyze the audio of the caller, determine the language, notify the dispatcher the language of the caller, and provide translated text of the call to the dispatcher. While the dispatcher is connecting to the interpreter, the dispatcher can select a pre-programmed message that would let the caller know in their native language to stay on the line.