公开(公告)号：US20240223705A1

公开(公告)日：2024-07-04

申请号：US18090151

申请日：2022-12-28

Applicant: MOTOROLA SOLUTIONS, INC.

Inventor： Anna L. STEINBRENNER ,  Jody A. STOWELL ,  Shilpa VARANASI

IPC: H04M3/51 ,  G10L25/63 ,  H04M3/22

CPC classification number: H04M3/5116 ,  G10L25/63 ,  H04M3/2281 ,  H04M2242/04

Abstract: Device, system and method to initiate electronic actions on calls and manage call-taking resources is provided. A device receives a call for a public-safety answering point (PSAP) and, based on determining human-operated communication devices of the PSAP are engaged on other calls: places the call into a queue; answers the call; and provides, on the call, an inquiry for keywords indicative of mental health of a caller on the call. The device determines, based on a keyword spoken by the caller, an electronic activity configured to maintain the caller on the call, including a prompt to cause the caller to talk. The device provides, while the call is in the queue, the electronic activity on the call, receives a response, and, based on a relative reduction of the queue, the keyword, the response, and/or a measured stress level of the caller, implements an electronic action configured to manage the queue.