How ECA Vaud optimised PSAP ops with Sharpi

In the world of emergency services, every second counts. The clarity of communication between a person in distress and a public safety answering point (PSAP) operator can be the difference between life and death. For ECA Vaud, the emergency response organisation for the Swiss canton of Vaud, this challenge is a daily reality. Serving a population of over 800,000 and handling 165,000 emergency calls annually across 30 fire stations, the organisation recognised a critical need to eliminate misunderstandings caused by poor audio quality. The primary goal was clear. Empower operators to better save lives and ensure callers receive faster, more accurate help.

In 2024, ECA Vaud embarked on a mission to enhance its communication infrastructure. The objective was not just to improve audio clarity but to do so in a way that was efficient, cost-effective, and non-disruptive to their established workflows.

They needed a solution that could integrate seamlessly with their existing systems -finding that AI technology can be deployed without requiring a complete and costly overhaul of legacy hardware and software. This case study details how ECA Vaud partnered with Augmented Hearing to deploy Sharpi, an advanced AI-powered speech enhancement technology, achieving remarkable results in operational efficiency and employee well-being.

Company

Sector

Annual calls

Sharpi since

Integration

ECA Vaud

PSAP / Public Safety

160K+

December 2024

Windows embedded platform with Java Support

Implementing AI Speech Enhancement without major structural changes

The implementation process was designed to be modular and efficient. Instead of replacing existing infrastructure, the team identified a strategic integration point within ECA Vaud's current setup. The solution was to embed Sharpi’s AI technology directly into the existing "Console TRIP" (Telephony Radio Integration Platform). This small, touch-screen device runs on a Windows-embedded platform, giving operators quick access to audio settings.

The entire deployment reused all existing hardware and software for radio and telephony, demonstrating that achieving crystal-clear speech is possible without major structural changes or investments.

The project unfolded over 6 months in 5 phases:

Better response and higher wellbeing

The deployment of Sharpi at ECA Vaud delivered immediate and measurable improvements across several key performance indicators. By focusing on a core operational challenge - audio clarity - the solution created a ripple effect of positive outcomes, enhancing both service delivery and the operator work environment. The results underscore the significant impact of AI Speech Enhancement when implemented thoughtfully.

More than 1 year after full deployment, Christophe Huet, Fire and Rescue Operations Manager at ECA Vaud, gives us some insights into the impact of implementing Sharpi based on gathered operations data:

3% reduction in AHT (Average Handling Time)

8% reduction in breaks after demanding calls

Clear-cut speech at the click of a button, Sharpi helped optimise ECA Vaud PSAP one call at a time.