Patent ID: 8908837

Claim:
A system comprising (a) a voice recognition element for receiving a digital data stream corresponding to a voice communication channel and generating text data, said text data corresponding to a textual representation of spoken words transmitted over said voice communication channel; (b) a keyword comparison element for detecting a match between said text data and a keyword; (c) a protocol selection element for selecting a set of instructions in response to a match between said text and said keyword; and (d) a database including at least said keyword and at least said set of instructions; and wherein the system operates to monitor content of a voice communication between a caller and an emergency service call handler; compare the content of the voice communication to a set of known words; and, in the event one or more of said known words are identified in said voice communication, select a set of instructions for presentation to said emergency service call handler; (e) a parsing element for distinguishing between voice data corresponding to words spoken by said caller and voice data corresponding to said emergency service call handler; and wherein said protocol selection element operates to select a first set of instructions if a known word is identified as being spoken by said caller and selects a second set of instructions if a known word is identified as being spoken by said emergency service call handler.