Assume emergency
Every call stays in the emergency pipeline by default. Any doubt keeps it there — the bias is always conservative.
← All systemsEmergency ServicesIn development
Emergency Intake Triage
An all-AWS generative voice AI on an emergency intake line. It treats every call as an emergency by default, catches only the confident non-emergencies and warm-hands them to the right service, and gives the dispatcher read-only context. It never allocates a unit.
In short
Emergency Intake Triage is an all-AWS generative voice AI for an emergency intake line, designed to be conservative by default. Every call is treated as an emergency and kept in the emergency pipeline unless the system is confident it is a non-emergency, in which case it is warm-handed to the appropriate service. For retained emergencies the dispatcher sees read-only unit and ETA context; the AI surfaces information but never ranks or allocates a unit, because a person makes every allocation decision. The design deliberately biases toward keeping real emergencies in the pipeline, since sending a real emergency to the wrong queue is the failure that matters most. This is a design and prototype, not a live deployment.
Amazon ConnectAmazon LexNova SonicBedrockLambda
Emergency-firstConservative by default
DeflectConfident non-emergencies
Read-onlyDispatcher unit + ETA
The problem
An emergency intake line cannot afford a wrong call. Sending a real emergency to a non-emergency queue is the failure that matters most.
At the same time, a share of calls are confident non-emergencies that do not need an emergency response at all.
How it works
Assume emergency, deflect only the confident non-emergencies.
Deflect the clear cases
Only calls the system is confident are non-emergencies get warm-handed to the appropriate service instead of an emergency response.
Inform, never allocate
For retained emergencies the dispatcher sees read-only unit and ETA context. The AI surfaces information; a person makes every allocation decision.
What shipped
Confident non-emergencies are routed to the right service, freeing the emergency pipeline for real emergencies.
The AI never ranks or dispatches. It informs the dispatcher and leaves allocation to a human.
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