In a significant development for emergency response systems, RapidSOS has announced forthcoming enhancements to its platform, set for early 2025. The New York-based intelligent safety company aims to streamline workflows for 911 telecommunicators by creating an AI-powered, interoperable, end-to-end platform that addresses the growing challenges faced by 911 centres. Current statistics indicate that a staggering 82 per cent of 911 centres report being critically understaffed, amplifying the need for effective solutions to aid telecommunicators in their vital roles.
Michael Martin, CEO of RapidSOS, highlighted the challenges within the telecommunication systems, stating, “911 does incredible, heroic work every day despite increased call volumes, less staff, and disparate systems.” He pointed out that for the past decade, the characteristics of 911 operations have significantly influenced the company's development direction. The new features, branded as HARMONY, seek to consolidate existing tools and facilitate a more efficient workflow for telecommunicators by integrating them into one cohesive system that is compatible with nearly every major public safety software.
The enhancements to the RapidSOS UNITE platform build on its foundation of delivering critical emergency data sourced from millions of connected devices to 911. The 2025 updates will broaden the array of data sources, incorporating information from schools, vehicles, and various IoT (Internet of Things) devices. These connections will grant 911 operators access to critical caller data during emergencies, spanning up to 170 million incidents each year. This data includes caller location, emergency contacts, health profiles, and streaming video from connected devices, which can be crucial in dynamic emergency situations.
Moreover, RapidSOS aims to revolutionise the processing of emergency calls by incorporating AI tools into their platform. Through RapidSOS UNITE, telecommunicators will be able to view all relevant call data from a single location. The platform supports unified communication channels including voice, text, and video, enabling real-time transcription and language translation. This will allow operators who speak different languages to manage calls effectively, thereby improving response efficiency.
RapidSOS has further advanced its capabilities with the integration of standard operating procedures (SOPs) into the HARMONY system. The AI can automatically provide relevant guides and resources during emergency calls, supporting telecommunicators in making prompt and informed decisions. Another strategic enhancement includes the recently launched Alarm Call Automation, which will soon extend its automating capabilities to encompass all non-emergency calls. Karin Marquez, Chief Public Safety Brand Officer at RapidSOS, noted that telecommunicators receive numerous calls concerning non-emergencies, diverting their attention from critical incidents. She stated, “HARMONY cuts through all of the noise and allows the telecommunicators to focus on the incidents that require their highly trained skillset and human connection.”
Additionally, the RapidSOS UNITE platform is designed to facilitate information sharing beyond jurisdictional boundaries. Currently connected to over 1 million field responders and incorporating 1,300 computer-aided dispatch (CAD) systems, the platform enables agencies to exchange critical intelligence, thereby improving coordination during emergencies that require mutual aid. Marquez further enhanced this point by emphasising that, “Telecommunicators already rely on RapidSOS UNITE every day to simplify their work.”
RapidSOS has established itself as a trusted partner in public safety, with over a decade of experience and considerable investments in research and development. Serving 99.7 per cent of the U.S. population and extending services to six other nations, the platform aims to deliver crucial contextual intelligence from daily-use devices to 911 operators. The official unveiling of these new features will take place during the UNITE: SPECIAL EVENT on December 10, 2024. Interested individuals may view the live stream of the event at 2 p.m. ET through RapidSOS’s official channels.
Source: Noah Wire Services