Listen : Audio version of this article
Also known as computer assisted dispatch, computer aided dispatch is a method used by numerous service industries to coordinate and move assets such as emergency services, taxicabs, mass transit vehicles, field service technicians and more through the use of fully or semi-automated computer systems.
It involves sending messages, storing and retrieving data. It normally includes software suites, which are optimized to manage the service, dispatch, and maintenance of responding resources in the field, which includes call input, call disposition, call dispatch, call resolution, status and tracking, and maintenance.
While computer aided dispatch features have already come a long way, technological advances are pushing the evolution of the field. Factors such as the introduction of wearable devices and audio analytics are boosting the scope of applications for these systems.
Audio Analytics through Deep Learning to Increase Access
The advent of technologies for audio analytics will play significant role in the future of computer aided dispatch. At present, this technology is still in a nascent stage of adoption as most businesses consider audio to be an unstructured form of data. However, with tech improvements this type of data is hard to analyze and arrange.
The analysis of audio for deep learning, will allow computers to understand the speech of people, and make services such as emergency hotlines much more efficient. This technology has already been adopted in Copenhagen.
In addition, this tool will also be able to help in the scrutiny of performance from dispatchers, and will help in better enforcement of guidelines and regulations. In time, the use of audio analytics can be used for the development of personalized training for dispatchers, with the help of advances in behavioral science.
Wearable Devices and GIS Capabilities Improve Response Times
A number of computer aided dispatch systems have already incorporated geographic information system (GIS) capabilities, for computerized mapping applications. The dependence of computer aided dispatch systems on GIS is only expected to increase in the near future, especially with the rising use of mobile phones and wearable devices, which will allow advanced levels of analytics and visualization.
Wearable technologies are also expected to become a mainstay in computer aided dispatch systems, which will be bolstered by constant innovations in the field with regards to miniaturization in technology.
For instance, Apple has announced the new walkie-talkie feature for its Apple Watch with a new software update, which may provide the scope of use outside a consumer market as well. Such features could also work as a voice based texting system, which can support tech such as radios and laptops.
Silent Dispatching Finds New Applications
Public service departments around the world have been testing silent dispatches or automated voice free communications between first responders and dispatchers. This tech allows organizations to reduce radio traffic and data entry efforts in addition to stopping nuisance calls. New applications such as emergency or distress signaling can result in increased leveraging for this technology in cases of prevention in imminent danger.