Orleans Parish Communication District to be the First to Implement Carbyne’s New Call Triage A.I. Technology

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(New Orleans, LA, Tuesday, June 21st, 2023) OPCD in partnership with Carbyne is pleased to announce this new revolutionary call triage technology that is the first of its kind in the world. Showcased at the National Emergency Number Association (NENA) 2023 national conference in Dallas, Texas with roughly 10,000 9-1-1 emergency response leaders attending; Carbyne and OPCD Executive Director Tyrell Morris presented and demonstrated the new feature. This revolutionary technological advancement allows for the prioritization of 9-1-1 calls during periods of spiking when the agency receives multiple calls about the same incident. When call volume spikes are detected, the system automatically begins to triage calls advising callers that the emergency communication center is aware of the incident and allowing your call takers to focus on the calls that need assistance. All information from 9-1-1 calls will still be collected and provided to responders, but this technology will allow the agency to receive and process the most pertinent information, first. 

“With emergency communication centers across the nation experiencing a staffing crisis, we must be innovative and aggressive in search of new technology to help us execute our mission. With over 18 million visitors to New Orleans annually and processing over 1 million calls a year, Carbyne’s Call Triage technology is exactly the kind of innovation OPCD needs to help us keep our communities safe with limited resources. I am proud to yet again have OPCD and the City of New Orleans be the launch partner as we work to get the right people, to the right place, at the right time; better than anyone else in the world,” says OPCD Executive Director, Tyrell Morris. 

“Our AI-enabled call triage technology dramatically eases the intensity of call volume spikes and ensures that those callers who are truly experiencing emergencies can get through to a human being faster,” said Carbyne Chief Technology Officer, Alex Dizengof. “Rather than frustrating worried citizens by making them wait on hold, the Carbyne solution can inform them that authorities are indeed aware of and responding to the emergency. It also sharply reduces the problem of abandoned calls and makes it possible for even a small or understaffed PSAP to handle a major crisis. Call takers are better supported, not burned out.” 

OPCD looks forward to deploying this cutting-edge technology in the fourth quarter of 2023. 

NENA-2023-CONFERENCE-CALL-TRIAGE-WIDE from Christina Potter on Vimeo.