Emergency Dispatch & CommunicationPurpose
1.2 Automate conversion of incoming/outgoing emergency calls into structured, searchable, and categorized incident logs.
1.3 Streamline compliance, evidence retention, and analytics for critical medical dispatch activities.
Trigger Conditions
2.2 Specific dispatcher input within telephony interface (manual or automated).
2.3 API callback or webhook detects new call or conversation file availability from PBX or external system.
Platform Variants
3.1 Twilio
• Feature/Setting: Voice Recording → Enable call recording in Programmable Voice; use Twilio Transcription API post-call.
• Feature/Setting: Configure webhook to upload audio file to external storage post-call.
3.2 AWS Transcribe
• Feature/Setting: Audio Stream Transcription → Configure S3 bucket for call recordings; enable Amazon Transcribe job upon file upload event.
3.3 Google Speech-to-Text
• Feature/Setting: “speech:recognize” API → Call Google Cloud API with audio file; receive text transcription.
3.4 Microsoft Azure Speech Services
• Feature/Setting: Speech to Text REST API → Submit recorded audio for batch or real-time transcription.
3.5 IBM Watson Speech to Text
• Feature/Setting: Recognize API → Upload file or URL to Watson for automated voice transcription.
3.6 Deepgram
• Feature/Setting: Streaming Transcription API → Real-time audio stream post-call for immediate incident documentation.
3.7 AssemblyAI
• Feature/Setting: “POST/transcript” endpoint → Submit audio, receive JSON with transcript and keyword tags.
3.8 Otter.ai
• Feature/Setting: API Upload Endpoint → Send file; enable smart summary/tags extraction.
3.9 Rev.ai
• Feature/Setting: Asynchronous Speech-to-Text endpoint; optional topic extraction via custom API.
3.10 Speechmatics
• Feature/Setting: Transcription Job API; set language and industry code for improved accuracy.
3.11 Vonage/Nexmo
• Feature/Setting: Enable call recording in Voice API; integrate with external STT provider.
3.12 RingCentral
• Feature/Setting: Enable automatic call recording; use Call Recording Export API for transcription trigger.
3.13 Zoom Phone
• Feature/Setting: Enable call recording; configure post-recording webhook for automated processing.
3.14 Avaya OneCloud
• Feature/Setting: Media Services API; retrieve call recordings and route to transcription engine.
3.15 Genesys Cloud
• Feature/Setting: Call Recording API; enable integration to download and process audio.
3.16 NICE inContact
• Feature/Setting: Interaction Analytics → Setup call capture to third-party transcription API.
3.17 Dialpad
• Feature/Setting: Voice Intelligence → Activate AI transcriptions and trigger incident creation on specific words.
3.18 Cisco Webex Calling
• Feature/Setting: Call recording export; integrate with STT provider using notifications.
3.19 Aircall
• Feature/Setting: Enable automatic call recording; API to fetch recordings for transcription pipeline.
3.20 Five9
• Feature/Setting: Call Recording and Analytics → Set up export to speech-to-text platform.
3.21 Freshdesk Contact Center
• Feature/Setting: Enable call recording; integrate Voice API for downstream transcription.
3.22 Slack (Huddles or calls)
• Feature/Setting: Export call audio; custom workflow for STT and tagging, posting in incident channels.
3.23 ServiceNow ITSM
• Feature/Setting: Scripted REST API for ingesting and tagging transcribed call content.
3.24 Salesforce Service Cloud
• Feature/Setting: Audio file logging and Omni-Channel routing; trigger automated transcription/task creation.
Benefits
4.2 Achieve rapid incident tagging and incident discoverability.
4.3 Enhance legal, medical, and regulatory documentation quality.
4.4 Accelerate after-action review, training, and quality assurance for air ambulance operations.
4.5 Enable smart alerting, trending, and reporting on incident types and frequencies.