We had the privilege of working with a dedicated team behind a critical emergency communication platform serving communities across the United States. They aimed to enhance the efficiency and reliability of communication during high-stress, life-threatening situations. They envisioned a real-time platform that facilitates seamless voice, video, and text interactions with complete live location tracking, multi-language support, and quick video streaming.
The solution needed powerful agent and admin portals for managing locations, messages, users, and real-time conversations, along with easy-to-integrate SDK for partner agencies and a mobile app for quick emergency access.
The primary goal was clear: provide responsive and dependable communication that ensures first responders can act quickly, and those in distress can access vital support without delay.
The Challenges
The reality was stark. Their current systems were failing people when they needed help most. We were deeply moved by the incidents we heard. Important calls getting lost, confusion during emergencies, and technology that crashed at the worst possible moments.
Here’s what really was happening on the floor level:
- Missed Conversations: Emergency calls weren’t being recorded properly, so important details were missing.
- Limited Visibility: Supervisors had no real-time insight into system performance or where problems were occurring.
- Growth Limitations: Each time they added a new service or expanded coverage, the system would slow down or even break entirely.
- Performance Issues: The system would freeze up during crucial calls, leaving people stuck when they needed help the most.
How We Helped
We dove deep into understanding how real emergencies unroll. We spent time with dispatchers, talked to first responders, and learned what actually happens when someone’s life is on the line. Then we got to work building something that would never let them down. Here’s what we built together:
- Smart Transcription System: Provides integrated real-time multilingual support powered by advanced APIs, instantly breaking down language barriers. AI-driven speech-to-text using Deepgram Whisper AI and AWS Transcribe captures every word with high accuracy, enabling faster and more reliable communication between callers and agents.
- Real-Time Dashboard: Created a live dashboard that shows supervisors exactly what’s happening across their entire system, helping them spot problems before they affect real emergencies.
- Flexible Integration Tools: Built simple tools that let any emergency service connect to the platform in minutes, so people can get hep quicker.
- Bulletproof Testing: Set up automatic testing that detects problems before they occur, because when someone calls 911, they system has to work perfectly every single time.
The Results
The change has been incredible. We still hear from our client telling us about lives that were saved because the system work perfectly when it needed to. Dispatchers who used to worry about technology failures can now focus completely on providing help to those in need.
Emergency services that used to take weeks to onboard are now connected in just days. Most importantly, the system has managed thousands of emergency calls without a single failure.
