Leading the Way with AI

Carbyne, a global leader in mission-critical contact center solutions, is revolutionizing the 911 industry by helping solve some of the biggest challenges facing the emergency communication centers (ECCs).

As one of the largest rich-data providers for emergency response centers, Carbyne delivers over 250 million data points per year within a unified platform. Our technologies enable emergency contact centers and select enterprises to connect with callers and connected devices through highly secure communication channels—without requiring a consumer app. With a mission to redefine emergency collaboration, Carbyne bridges the gap between people, enterprises, and governments, providing live, actionable data to improve efficiency, transparency, and ultimately help save lives.

According to the Pulse of 911 (a comprehensive report on the state of the industry released annually), 82% of 911 centers struggle with staffing shortages. When ECCs are not properly staffed, callers experience longer wait times, remaining staff have an increased workload, and there is the potential for slower response times to emergencies.

Carbyne is utilizing AI in a variety of different applications to help ECCs overcome issues that delays help in an emergency, including staffing shortages.

Carbyne’s suite of AI powered applications, called AI-V, are built to address the industry's critical need to optimize resource allocation amidst staffing shortages. Each product in the AI-V Virtual Agent line leverages advanced AI-driven call handling, which enables ECCs to streamline both emergency and non-emergency interactions in order for staff to allocate resources based on emergency situations. The AI-V product line represents the next generation of virtual agents designed to help in ECCs manage call volumes with greater efficiency. Through seamless automation, AI-V is designed to enable emergency centers to achieve a dual benefit: enhanced call-handling capacity for different scenarios and improved operational efficiency.

AI-V Suite includes:

• Automatic translation/transcription – automatically identifies the language of the caller, translates the language to English (so the call handler hears English on the phone) and then translates call-taker questions and instructions into caller’s language. This saves essential time lost looking for a translator, as well as back-and-forth time translating all information between caller and call-taker.

• Call triage – automatically identifies incidents with large call volumes and kicks in when the system is overwhelmed by redundant calls within the vicinity of the incident. Carbyne’s call triage leverages advanced AI to interact with callers so staffers can focus on the calls that need assistance.

• Event Assist – extracts critical information from calls using the latest AI technology. Event Assist continuously summarizes the information provided by the caller, highlights important details that require extra attention by different departments, speeds up the call time by reducing the need for typing by the agent, and improves the accuracy of the information collected by the call taker and provided to the field responder.

• Admin Assist - a virtual agent that helps provide essential information to callers and, when needed, routes them to a human agent to get further assistance. AI-V leverages AI to interact with admin line callers, understanding their request, and directing them to the optimal solution. This helps free up the lines so that call takers can focus on emergency call taking.

By utilizing AI, Carbyne is helping to lead the way in addressing the industry's critical need to optimize resource allocation amidst staffing shortages. By leveraging advanced AI-driven call handling, emergency centers can now streamline both emergency and non-emergency interactions, so staff can prioritize emergency calls. Through seamless automation, Carbyne is providing enhanced call-handling capacity for different scenarios and improved operational efficiency.