Adapting AI voice interactions based on caller voice characteristics

A system configured for adapting artificial intelligence (AI) voice interactions of a caller with an emergency communications center (ECC), comprising:

• a processor;
• memory coupled with the processor;
• and
• instructions stored in the memory and executable by the processor to cause the system to:
• receive an incoming call to an emergency line or a non-emergency line of an ECC;
• initiate AI voice agent interaction with a caller during the incoming call using one or more AI voice agents;
• extract, from the incoming call with the one or more AI voice agents, call metadata including caller identification data and audio signals;
• define a caller profile of the caller based on the caller identification data and the audio signals, the caller profile including parameters for voice characteristics and interaction pacing;
• generate audio output with tailored voice characteristics, interaction pacing, and conversational patterns based on the caller profile;
• and
• evaluate interaction data during the call to determine a disposition score, the disposition score triggering either continued interaction by the one or more AI voice agents or escalation of the incoming call to a human operator.

A non-transitory computer-readable medium storing code for adapting artificial intelligence (AI) voice interactions of a caller with an emergency communications center (ECC), the code comprising instructions executable by a processor to:

• receive an incoming call to an emergency line or a non-emergency line of an ECC;
• initiate AI voice agent interaction with a caller during the incoming call using one or more AI voice agents;
• extract, from the incoming call with the one or more AI voice agents, call metadata including caller identification data and audio signals;
• define a caller profile of the caller based on the caller identification data and the audio signals, the caller profile including parameters for voice characteristics and interaction pacing;
• generate audio output with tailored voice characteristics, interaction pacing, and conversational patterns based on the caller profile;
• and
• evaluate interaction data during the call to determine a disposition score, the disposition score triggering either continued interaction by the one or more AI voice agents or escalation of the incoming call to a human operator.