Incident & Emergency Reporting
Emergencies detected on the call, escalated in seconds and dispatched in parallel to security, engineering and on-call supervisors — with every action timestamped for the incident record.
The Challenge
The first minutes decide
Fire in the basement, someone trapped in a lift, a burst pipe at 2am — the first minutes decide whether response looks professional or improvised.
Queues cost lives
A busy line, a duty officer on another call, or a phone tree that assumes the caller can navigate menus while smoke fills a stairwell — all points of failure.
No real timeline afterwards
Incident logs get reconstructed from memory. Insurers and regulators later ask for a minute-by-minute timeline nobody actually captured.
Our Solution
01 / 03
Emergency detection in three languages
Routiq AI answers on the first ring and listens for emergency keywords — fire, smoke, flood, trapped, intruder, injury — in Cantonese, Mandarin and English. When detected, the case jumps to top priority automatically.
- Keyword detection in Cantonese, Mandarin and English
- Auto priority-boost the moment emergency is detected
- Caller kept on the line with instructions
- urgent02:03
"There's smoke in the basement carpark!"
Cantonese · Fire detected
- urgent01:47
"我被困在升降機裡"
Cantonese · Lift entrapment
- urgent01:22
"Water flooding down 12/F corridor"
English · Flood detected
- urgent00:58
"有陌生人跟著我入大堂"
Cantonese · Security
02 / 03
Parallel paging — response starts while the call is open
Security, engineering and the on-call supervisor are paged in parallel, not sequentially, so response starts while the call is still open. The caller receives immediate safety instructions.
- Simultaneous alert to security, engineering and supervisor
- Safety instructions given on the call
- Location and nature of incident captured live
Security team — paged 02:03
En route to basement
Engineering (fire panel) — paged 02:03
En route to control room
Duty supervisor — paged 02:03
On line with caller
Fire services — 999 called 02:04
Dispatched by supervisor
03 / 03
Timestamped incident log — ready for insurer & regulator
As responders acknowledge and arrive, updates are added to the case with timestamps. Post-incident reporting, insurer submissions and compliance reviews start from a real timeline, not a reconstruction.
- Every escalation, acknowledgement and action timestamped
- Full call transcript archived intact
- Ready for insurer, regulator and post-incident review
Call received
"Smoke in basement carpark"
02:03:14
Fire keyword detected — priority boosted
Security + Engineering + Supervisor paged
02:03:19
999 dispatched by supervisor
FSD ETA: 6 min
02:04:02
Security on-site
Zone cleared · Fire panel activated
02:06:45
FSD arrived · situation controlled
Cause: generator exhaust · No injuries
02:11:20
Compliance & Standards
PDPO
Incident transcripts, recordings and access controls compliant with PDPO.
ISO 27001 aligned
Incident data protected under enterprise-grade security controls.
Insurer & regulator ready
Timestamped, tamper-evident incident records suitable for insurer submissions and post-incident review.
The Result
Instant
Contacts alerted
Priority
Override on every call
100%
Actions logged
Frequently Asked Questions
Make sure the emergency call is answered on the first ring
Try Routiq AI now, or book a demo — we'll walk through your emergency SOP, escalation matrix and 999 protocol.
Explore other use case categories
Enquiries & General Support
Tenant, resident, visitor and service-status enquiries answered 24/7 in Cantonese, Mandarin and English, and logged for follow-up.
Maintenance & Service Requests
Repair, cleaning, engineering, housekeeping and warranty service requests captured, structured and dispatched from the call.
Complaints Management
Noise, cleanliness, neighbour, service and staff-conduct complaints logged, tagged and escalated with a defensible record.