This team is looking for
Just after a catastrophe hits, victims are in a state of shock and panic, and are in dire need for proper assurance and support from the relevant authorities. As such, victims' preferred method of communication is still phone calls when trying to get help or for insurance coverage queries. However, at this point in time, call centers see a 1000% increase in call volume and are unable to meet the required demand for phone calls. This results in victims having to wait excessive amounts of time for call lines to be available, leading to even more stress on their part. We wanted to use the heavy volume of phone calls to our benefit, and ended up building QuickSilver. QuickSilver is a tool which extracts important data from past phone calls, stores it into a database of questions and answers which then gets recycled for future callers which have the same queries. To ensure that the queries are answers accurately, we adopt a location and time based approach of aggregating phone calls. This means that only calls obtained from the same general location and at a similar time stamp would get their queries answered in the same way. Lastly, this allows us to aggregate communities and enable the community to support each other in the face of a catastrophe.
No comments yet