Automated emergency call intake and triage

Purpose

1.1. Streamline intake and triage of emergency calls for air ambulance services, rapidly collect critical info, prioritize cases, allocate resources, and seamlessly dispatch flight/medical teams.
1.2. Aggregate incoming calls, auto-categorize by urgency/geography/condition, and trigger downstream actions including notifications, escalation, and workflow assignments.
1.3. Ensure fast, standardized communication between dispatch, air medical crews, and hospitals for optimized emergency response and coordination.

Trigger Conditions

2.1. Incoming emergency call (voice, SMS, web form, or integrated health alert feed).
2.2. Call flagged with specific keywords or codes indicating life-threatening scenarios.
2.3. Third-party data source (EHR, police/fire, IoT sensor) pushes high-priority event to intake system.

Platform Variants

3.1. Twilio Voice
• Function: Call Handling/Transcription API
• Setting: Configure voice webhook for new call; parse transcript for urgency markers.
3.2. Nexmo (Vonage)
• Function: Voice & SMS API
• Setting: Set up event triggers for emergency keyword detection in calls/SMS.
3.3. RingCentral
• Function: Call Routing Rules
• Setting: Route specified incoming numbers to auto-attendant and digital intake form.
3.4. AWS Connect
• Function: Contact Flow Designer
• Setting: Automated IVR workflow to collect patient data, escalate high-acuity calls.
3.5. Five9
• Function: Intelligent Routing
• Setting: Map phrase detection to triage code, auto-assign call priority.
3.6. Genesys Cloud CX
• Function: Inbound Voice Flow
• Setting: Setup triggers to activate nurse/medic alert on emergency flag.
3.7. Microsoft Teams
• Function: Call Queues & Power Automate
• Setting: New call event flows to triage checklist form; real-time team notification.
3.8. Google Dialogflow
• Function: Conversational IVR
• Setting: NLP-based triage questions, auto-classify based on sentiment/urgency.
3.9. Azure Communication Services
• Function: Voice Event Trigger
• Setting: Trigger Logic App when emergency phrase detected in call.
3.10. SendGrid
• Function: Triggered Email API
• Setting: Auto-send patient/location data to on-call team.
3.11. Slack
• Function: Incoming Webhooks
• Setting: Post emergency intake summary to dispatch channel.
3.12. PagerDuty
• Function: Incident API
• Setting: Trigger incident on high-urgency intake, assign on-call responders.
3.13. ServiceNow
• Function: Incident Management Orchestration
• Setting: Create/route triaged tickets to medical dispatch.
3.14. Salesforce Service Cloud
• Function: Omni-Channel Flow
• Setting: Dynamically allocate urgent cases to live agents or bots.
3.15. Freshdesk
• Function: Ticket Creation via API
• Setting: Intake form auto-logs case, triggers escalation rules.
3.16. Aircall
• Function: Click-to-Call and Smart Routing
• Setting: Custom rules for triage and direct handover to specialist.
3.17. Intercom
• Function: Custom Bots
• Setting: Automated triage bot quizzes, assigns conversation priority.
3.18. Cisco Webex Calling
• Function: Call Notifications
• Setting: Alert workflow when emergency option selected by caller.
3.19. Zapier
• Function: Trigger-action automation
• Setting: Transfer call data to EMR, Slack, email or ticketing system on intake.
3.20. Webhooks (Custom API endpoints)
• Function: Real-Time Event Trigger
• Setting: On intake, push to hospital, air crew, or integration platform.

Benefits

4.1. Minimizes response delays with instant data capture and priority routing.
4.2. Lowers human error via standardized, rule-driven intake/triage.
4.3. Unlocks multi-channel reach (voice, SMS, web, integration partners).
4.4. Boosts inter-team coordination and resource allocation.
4.5. Automates documentation for compliance, review, and analytics.