When a call for service is dispatched, responders often approach the initial stages of a call with only a brief computer-aided dispatch (CAD) summary. While that information provides the essential details, it rarely captures the full context of the incident. Tone of voice, urgency, background activity and conversations between callers and telecommunicators can all influence how a responder approaches a scene.
New capabilities in Motorola Solutions’ Lightning mobile app help close that information gap by bringing live streaming of 911 call audio and AI-powered transcription directly into the field.
Moving beyond the CAD summary
For many agencies, dispatch information is intentionally concise. Responders receive the nature of the call, the location and key details needed to begin their response. However, live streaming of 911 call audio provides valuable pre-CAD insights, allowing responders to tap into the call as it happens — often before dispatch or CAD entries even begin. As incidents evolve, important context can emerge that isn't reflected in the initial CAD note.
Lightning now enables responders to access the live streamed 911 call within the incident view, while simultaneously providing an AI-generated transcript and summary. Together, these capabilities help responders develop a more complete understanding of an incident before arriving on scene.
Two ways to access critical information
The new functionality is designed to support different operational needs.
Responders who are able to listen to the call can stream the live 911 call audio directly within Lightning. Hearing the caller's words, tone and surrounding environment provides context that can be difficult to capture in a text summary alone.
When listening isn't practical, Assist AI generates a transcript and concise summary of the conversation, highlighting key information so responders can quickly review the call while remaining focused on the incident.
Rather than choosing between speed and situational awareness, agencies can provide responders with both.
A more complete operational picture
Unlike solutions that focus on only one source of information, Lightning brings multiple data sources together in a single operational view.
Alongside the live streamed 911 call audio and AI-generated transcripts, responders can view CAD information, maps, LMR radio locations, drone and camera feeds within the same application. This reduces the need to switch between systems during an active response and helps maintain focus on the incident.
The same Assist AI capabilities that support text-to-911 conversations and translated messages also extend to voice calls, creating a more consistent experience regardless of how the request for service is received.
Supporting better informed responses
Consider a domestic disturbance call. The CAD note may indicate only “disturbance, possible weapon.” By listening to the live call or reviewing the AI transcript, responders may learn that children are present, the caller’s level of distress has changed or additional details have emerged that influence how they approach the scene.
In another example, a caller involved in a traffic collision may not speak English. Rather than waiting for information to be relayed over the radio, responders can review the translated transcript while listening to the original audio, allowing them to better understand the situation before they arrive.
These capabilities help agencies provide responders with more timely actionable information while reducing reliance on verbal relays through dispatch.
Designed for connected response
Lightning continues to evolve as a unifying operational platform that connects the people, communications and technologies that responders rely on every day.
By combining the live streaming 911 call audio, AI-assisted transcription, mapping, responder's locations and video into a single interface, agencies can improve situational awareness without adding complexity to the response.
Live streamed 911 call audio and Assist AI transcription are available in the Lightning app today.