CAD Innovations With Carbyne

Tyler Podcast Episode 77, Transcript

Our Tyler Technologies podcast explores a wide range of complex, timely, and important issues facing communities and the public sector. Expect approachable tech talk mixed with insights from subject matter experts and a bit of fun. Host and Corporate Marketing Manager Beth Amann – and other guest hosts – highlights the people, places, and technology making a difference. Give us listen today and subscribe.

Episode Summary

Amir Elichai, the CEO of Carbyne, a company that focuses on innovating public safety computer aided dispatch software, visits the Tyler Tech podcast! In this interview, Tyler's Duane Kietzman asks Amir about ways to communicate with emergency services through text and video messaging, how to better equip our first responders when arriving on scene, and how governments can leverage technology to better serve all members of their community in need of assistance.  

The episode explores Elichai’s personal reasons behind starting Carbyne and the innovations that have come out of the organization along with partners like Tyler Tech. Together, Tyler and Carbyne make sure that dispatchers have all of the information they need to be able to support the individual calling 911. 

Transcript

Amir Elichai: So all that data collaboration is so crucial because at the end of the day, the resources are limited, And as you said, you want to eliminate these human mistakes and enrich those responders, dispatchers, call makers, which as much useful data as possible to actually make the proper decisions and ultimately saving lives.

Beth Amann: From Tyler Technologies, it's the Tyler Tech podcast, where we talk about issues facing communities today and highlight the people, places, and technology making a difference. I'm Beth Amann, I'm the Corporate Marketing Manager here at Tyler, and I appreciate you joining us for another episode of the Tyler Tech Podcast.

Beth Amann: Today, we're bringing you a special episode featuring an interview with Amir Elichai, the CEO of Carbyne, a company that focuses on innovating public safety computer-aided dispatch software. In this interview, Tyler's Duane Kietzman asks Amir about ways to communicate with emergency services through text and video messaging, how to better equip our first responders when arriving on scene, and how governments can leverage technology to better serve all members of their community in need of assistance.

Beth Amann: Tyler and Carbyne partner together to make sure dispatchers have all the information they need to be able to support the individual calling 911. I hope you enjoy their conversation.

Duane Kietzman: Hello. I am Duane Kietzman.

Duane Kietzman: I'm responsible for our software strategy and vision for first responder applications here at Tyler Technologies.

Duane Kietzman: Today, we're going to talk about technology inside an emergency communication centers. For those of you in the US, that's typically when you call 911, or a non-emergency line for a police department. But around the world, there's other numbers 112, 999, in other countries in different places where emergency communications can happen.

Duane Kietzman: It's an industry I personally fell in love with over fifteen years ago. And since then, I've been in a dispatch center inside a police car fire truck in over twenty different states. And today, I'm excited. I'm joined by Amir, the CEO of Carbyne. And, Amir, let you go ahead and introduce yourself.

Amir Elichai: Thank you, Duane. And thank you very much for short introduction. So my name is Amir Elichai. I'm currently in Tel Aviv, but I'm actually based in New York for the last four and a half years.

Amir Elichai: I started Carbyne after a personal experience where I'd been robbed in Tel Aviv Beach, and, tried to call for the first time in my life to emergency services. I was never a call taker, dispatcher or responder before, but I really saw the need to improve emergency communication, and since then, in the last eight years, Carbyne built a very powerful ecosystem. It is basically taking care of or what is between the citizen to the contact center included to enhance the ability for emergency services to better respond to emergency events. Then we will talk about more about what Carbyne is bringing to the table, but in a nutshell, to bring the right forces to the right location at the right time. This is our mission and vision. This is what we're doing. And we're doing that by building multiple different platforms and collaborating with great companies such Tyler.

Duane Kietzman: Yeah. There's a lot going on in 911 right now. So I think for the average person out there, right? It's gonna take a lot for them to pick up a phone and dial 911.

Duane Kietzman: And that's what these, you know, great first responders deal with on a regular basis, right? And so I want to take a moment to kind of talk about the inside of an emergency communication center. So You'll have your telecommunicators many places, especially the larger centers. We'll have them separated into two different groups, right? You'll have your call takers, the person that answers the phone that talks with the citizen that talks with the caller, and then you'll have your dispatchers.

Duane Kietzman: The dispatchers are the ones dealing with the road patrol, the officers, the fire first responders, and others out in the field. And so there's actually a separation there. I think many people don't understand, right?

Duane Kietzman: They think when you call 911, you get one person that just does everything. And then it's true in some places, but especially as you get into larger centers where you may have hundreds or thousands of first responders out in the field, it's a lot to keep track of what the caller is saying, what they're going through, and then also what the officers in the field are doing, where they are, and how we keep them safe. So what our systems do both within Tyler, and then within Carbyne, help to create efficiency to help streamline that process to make it faster, more efficient, easier to use.

Duane Kietzman: And so, Amir, I know you guys are especially doing a whole lot on the call taking space. Do you want to dive into kind of you mentioned the robbery in in Tel Aviv and kind of what happened to you and what you're hoping to try and improve from an efficient perspective around that process.

Amir Elichai: Yeah. Definitely, I think this is a short question with a long answer.

Amir Elichai: Because basically, as you said, at the end, you need to understand, like, the 911 information flow. And the first thing that we've done at Carbyne is basically to understand who are the stakeholders that are actually collaborating from a human perspective, from a tech perspective in order to take a call, understand what's happening in this call, and send the right forces to the right location. Those three steps that I just described basically involved today or before Carbyne came into the market, multiple different tech, you know, solutions, companies that are trying to solve this unique challenge.

Amir Elichai: And we are trying to basically make it as simple as Uber for the citizens. So I'm clicking one button, and I'm getting my Uber to the right location. I don't really care about all what's happening beyond the scene. But when we started to explore how the 911 was built and what is in it with we saw that there is a huge fragmentation.

Amir Elichai: And throughout the years, multiple different small niches, companies, tried to address simple things within the 911. But at the end of the day, you're coming to those centers and you see the call taker sitting in front of twelve screens. So the first thing that we did is basically to understand what's the call taker's KPIs are. Right? And if you ask a call taker in the United States, in those six thousand five hundred PSAPs around you the United States - PSAP stands for public safety answering point - is time to dispatch.

Amir Elichai: Simplify it, time to understand whether or not this event is real, and what kind of resources we need to share to, to that point to this specific person. So we're talking about how you better getting location services, how to streamline location services in a way that data call taker can understand in real time and in addressable, human addressable, language where the person is. The second thing, we thought about bringing real time video into emergency services. So instead of the call taker asking you a bunch of questions, they can actually see what's going on.

Amir Elichai: We're talking about bridging this 911 world into the deaf and hard of hearing communities of things like text to 911 and other ways to be able to collaborate with 911. So kind of an omni channel that gives citizens the ability to share data with call takers and 911 agencies around the world.

Amir Elichai: The second thing that we have done after taking care of the data delivery into the PSAP, is basically we understood that in order to simplify deployments, make them much more faster, make, you know, upgrade and IT work much more easier, we will have to utilize cloud services. And I will not get into too much depth today, but basically, you know, one of the biggest challenges of this industry was, throughout the years, how to take 911 calls from the cloud with the same level of service that I'm used to when I'm dialing 911 through the analog line.

Amir Elichai: And what Carbyne did with companies like Amazon and others, basically, built for the first time those contact centers into the cloud. Which means that it's much easier to deploy, much faster, much easier to upgrade. The challenges are, you know, arising from time to time. So we just experienced three and a half years of COVID, which was a new thing for old 911 industry.

Amir Elichai: So how you basically support those customers in needs and all that, this is what Carbyne is taking care of. From the simple data delivery from citizens to the call taker and then taking this all call taking space to a new era.

Duane Kietzman: Yeah. It's definitely an interesting, evolving technology, right? I think when I watch TV shows or movies.

Duane Kietzman: Right? They always when they when they interact with 911, the first question is 911. What's your emergency? Right?

Duane Kietzman: And that was true fifteen, twenty years ago when every single person called in on a landline, you knew exactly where they were. But today with the majority, eighty-five plus, ninety plus percent of call being made from a cell phone, that context has actually shifted now. Where you when you typically dial 911, the first question they're going to ask is what's your location? Because I don't have to know what's going on to send a responder.

Duane Kietzman: Right? I have to know where the problem is. If I know what's going on, but don't know where it is, I can't send anybody. But if I know where it is, I can start to send people.

Duane Kietzman: And so it's important to understand that context, that location first.

Duane Kietzman: And you mentioned the multiple monitors set up, and that's it's also an interesting one for 911 telecommunicators.

Duane Kietzman: A lot of them don't think of themselves as tech savvy, yet they sit behind a computer connected to four to six monitors in most cases. And many of those are running Tyler's computer-aided dispatch system. And I love to emphasize the word aided because it's not computerated dispatch. It's computer-aided dispatch.

Duane Kietzman: And there's a lot of human elements that go into every single 911 call. Right? From what's being said, it's a high stress, high emotion situation. There's a lot of empathy that's brought to the table.

Duane Kietzman: But across the different monitors, they may have many different sets of information from all the different units or apparatus on the fire side that are in service of what they're doing. All the 911 active events that are ongoing and especially in larger places, like the city of Orlando is one of our customers, where they have multiple many different events going on simultaneously to a map that kind of collates the vehicle location and the police that are patrolling school resource officers, detectives, and everything else that's going on. There's a lot of information.

Duane Kietzman: And, really, that telecommunicator task, to your point about efficiency and time to dispatch, is to take all that different information from what they're hearing from the caller to now different information coming in from things like vehicle telematics and GPS location and health profiles on phones. All the responders out in the field boil that down and make a decision on how to get the right type of response to that situation in a matter of seconds. Right? Typically, you want under thirty-five, forty seconds is what you're dealing with to the time you want to get responders kind of on the way and going. And so it's a lot of context, a lot of information, a lot of work that goes into the to really try and boil that down. And I love what you guys are doing with some of that newer technology.

Duane Kietzman: Actually, just had an incident over the weekend where I was working with my parents who needed some help with a technology problem. Right? And I think this is the common occurrence for any of us in tech. Right?

Duane Kietzman: Our parents always call us thinking we're the answer to every computer problem they have. But after walking through it with them over a few minutes over the phone, I was just getting annoyed that I think we weren't quite speaking the same language. And so I asked them, hey, can you just facetime me and show me exactly what you're clicking, exactly what you're seeing, and we can walk through it together, right?

Duane Kietzman: And it really kinda called back what you guys are doing at Carbyne with some of the video sharing and some of the integration we've done. Now within our computer-aided dispatch application, if that context is going to be helpful, then the telecommunicator can just hit a click of a button, click it, and it'll actually send a text message out to the caller, and they can share their video via the Carbyne platform. So do you want to talk a little bit about that and how you guys are doing that, Amir?

Amir Elichai: Yes. For sure. So as I mentioned before, I started this business where I've been robbed in, you know, Tel Aviv Beach, and I tried to call for the first time in my life to emergency services. And one of the questions that I got from this call taker at the time in the Israeli police force was really to try and understand what's happening in this specific event. And then I thought to myself, you know, in these days, my kids are using FaceTime as you just said, why I cannot just FaceTime with the, you know, police department. And this is basically how Carbyne initially started, with bridging data specifically around videos, to 911, and the ability to bring the off the call takers and eventually the officers, a kind of a real-time footage of the scene.

Amir Elichai: And think about so many different events. We have a kind of someone's having stroke on the floor, having the paramedic or the call taker actually see the severity of the event if the person is breathing, not breathing. We talked about prioritization. It can really help him to prioritize whether you need an ambulance, maybe you need a doctor in the ambulance to take care of the person on the spot because they will not have enough time to take it to the hospital, etc. So those in kind of the medical event. Think about fire events. If there is a fire in New York City, and if you think the 30th floor or on the ground level is totally changing the way that those units are responding to this specific event. If there is an active shooter event.

Amir Elichai: Well, the person usually in those events, there is a huge event. Think about the event that was in Las Vegas a few years ago. There is a mass people are running all over the place. You have police officers dispatching to the specific event, but how the person is looking?

Amir Elichai: What's kind of a gun here? He has a Glock. He has a shotgun. He has, like, a M16, so it's really also impacting the way those responders are responding to the event.

Amir Elichai: And then when we started with video streaming and we delivered in 2022, more than million minutes of video to emergency services worldwide. There was like a new kind of a challenge arise. And actually, this was a request that came out of Miami-Dade, which is one of our customers one of the commissioners said, listen, we have a huge problem of responder safety. This becomes our number one KPI. We are sending responders to the field, but they're coming totally blind. And then they need to make decisions.

Amir Elichai: So what we created, and this is part of what we are doing together with Tyler, is not that only we are streaming this data from the citizens to the dispatch platform, but also taking this video and share it with the responding units so they can actually decide if there isn't that hostage situation in a school if there is an active shooter situation.

Amir Elichai: So, they can own them driving to the event, understand whether we need to take this street or that street, whether we need additional units. Maybe one police car is enough according to what we are seeing in real-time. So all that data collaboration is so crucial because at the end of the day, the resources are limited. And as you said, you want to eliminate human mistakes, and enrich those responders, dispatchers, call-takers, which as much useful data as possible, to actually make the proper decisions and ultimately saving lives.

Duane Kietzman: Yeah. I think the use case, especially on fire is huge of trying to get a citizen to explain fire dynamics. To a firefighter. Right? These firefighters, I think a lot of people don't know this. They are very well trained at fire dynamics. They go. They look. They know oxygen flows in many cases. They'll actually take a saw and cut a hole in the roof to get air flowing in certain directions to kind of help either create ventilation or deal with ventilation and so rather than having your average citizen try and explain that information, get a real video stream of it right out to a battalion chief and the fire force can actually start to give good context with their background and training and information and add that in.

Beth Amann: We'll be right back with more from our conversation.

Jade Champion: I hope you're enjoying listening to this episode of the Tyler Tech podcast. I'm Jade Champion, and I'm here with Dana Rasmussen to talk about video messaging in 911 technology.

Jade Champion: Hey, Dana. You've been listening to the podcast. What if you found most interesting about the way video messaging is helping 911 dispatchers and first responders have more access to mission critical information?

Dana Rasmussen: Hey, Jade. I am always so impressed by what goes on behind-the-scenes in a dispatch center. Knowing that community members can send video messages when making a 911 call shows how the industry is committed to sending better and safer responses.

Jade Champion: I know, there's always so much happening when someone makes a 911 call. Didn't we recently just create a flyer this us in the benefits of video messaging for dispatchers, first responders, and communities?

Dana Rasmussen: Yes, we did. With Tyler and Carbyne's partnership, public safety space has yet another tool they can use to improve responses and make communities safer. Do you think we can link the higher in the show notes so our listeners can read and learn more?

Jade Champion: Definitely. Check out the show notes and stay tuned for future news about public safety innovation. Let's get back to The Tyler Tech Podcast.

Duane Kietzman: You mentioned earlier too, you know, the deaf and hard of hearing community, which is, you know, has kind of been notoriously difficult to interact with 911. The infrastructure is built around voice calls. And I think there's another area there with language disparity. Right?

Duane Kietzman: I think are some of the most difficult situations that telecommunicators can deal with. Both in the fact that they're not is common. Right? They're not what they're used to dealing with in many places.

Duane Kietzman: But also what has to happen in that process today? And so many of them have many centers have a phone service that they can add in to deal with these types of language or a video relay service in dealing with the deaf and hard of hearing community, but those take time. Right? They can take up to one to two minutes, which does not sound like a ton of time, but when you're trying to do all this in thirty seconds, delaying it by two minutes can feel like an hour.

Duane Kietzman: And if anyone has called 911, I've personally witnessed an accident, had the call and I've sat on hold for a minute and fifty-seven seconds while waiting for a telecommunicator to pick up. It feels very, very long. And when the telecommunicator and caller can't understand each other, those minutes are a huge area for misunderstanding to happen, right, where they expect something to be happening, or they're not understanding what's going on, or they position themselves in a bad situation. I know this is an area that that Carbyne specifically from your call handling side is really focused on making a difference. Do you want to talk about what you guys have just recently launched with that technology in here?

Amir Elichai: Yeah. For sure. So for the listeners, according to the United States, you have around a quarter billion calls to 911 every year.

Amir Elichai: Out of those calls, around 10% are calls that are used by translation lines.

Amir Elichai: Translation lines, if you compare it to a regular call duration, which usually it's like one and a half minutes. The dispatch happening before, but usually it's like one and a half minutes to two minutes. When the call taker is trying to aggregate as much data as possible by asking the caller more and more questions. Translation line calls, okay, the calls that are, are held by translation lines will take six to eight minutes.

Amir Elichai: This is in the case that the call-takers can really recognize the actual language that the person is speaking. So if it's Spanish or Arabic or any kind of the very common language within the United States, this is pretty easy. But if there is certain Chinese language or German or Deutsche, or any kind of, not so common language, this can take much longer. And as we all understand, you know, time, in emergency responses, is everything. So basically what Carbyne did using sophisticated AI tools was, first of all, to solve the challenge for the call-taker to understand in real time what the language of the person is speaking by leveraging AI capabilities that can recognize between three to five seconds what the person's language calling in speaks.

Amir Elichai: So automatically, as I'm dialing into 911, I can speak Spanish and or any other language, like eleven languages that we are supporting in these days, and the system will show me Spanish sticker detected. Okay? We're doing it just by listening to the call. And with the sophisticated AI capabilities, we can tell that.

Amir Elichai: Now, we are starting to do real-time translation that appears on the video in our call taking platform. So I can basically speak as a call-taker with a citizen. The citizen would speak his own language, and I can see exactly what he's saying in my own language. This is what we learned something like four months ago. But then, we launched it in production in few of our customers in Texas, in New Orleans and other places.

Amir Elichai: And the second request was this is great. This is you know, save us a lot of time because we can understand actually what the person is saying, and we can we can see it. But we want to talk back. And the person don't speak our language.

Amir Elichai: So now we developed a speech to speech capability that a call-taker can actually speak his own language, again, English in the US case, and the caller will hear it in his current language. So in Spanish, in this, specific case. This not only help, you know, for the actual call. This can help to better quality assurance, better training, you know, in the future, we believe that transcription, translation will move into a new kind of application. As an example, we can alert and notify in real-time, the director or the supervisors, the mayor about certain events that are happening within the city before someone is actually calling them post event and giving them the update.

Amir Elichai: We can show you over a city where you have more call from what kind and all this kind of analytics is very interesting and important, which, again, ultimately, will improve the efficiency of those operations and will make them kind of a much, much better. Now, collaborating with companies like Tyler, in the dispatch side, you have tons of data. Some of this data is being brought to the system manually by dispatcher that are putting in, you know, the information. And what was the thought, the thinking process that we have is how can we simplify the work of the dispatchers in order to again, eliminate human mistakes, and improve the efficiency and get the proper forces to the right location in the right time, but with collaboration between Carbyne and Tyler as an example, with filling in information automatically and simplify and make it much more easier for the dispatcher to fulfill their duties.

Duane Kietzman: Yeah. I think that's one of our joys in technology, right, is that our job is never done.

Duane Kietzman: There's always something new, always something next. Right? And so you know, as we got this integration going, we started talking, okay, what's next?

Duane Kietzman: And how can we use that language detection and even start to recommend, say a patrol officer that's certified by the department as a land Spanish speaking translator. Right? And get them on the scene at the same time. And do that behind-the-scenes automatically.

Duane Kietzman: So, it's not a human thought process that has to be able to make sure they include an officer that speaks Spanish and that type of event. And that really speaks to one of our main visions here at Tyler Tech, and that's connected communities. We want to make sure that citizens, businesses, governments, and everyone are working together to really create vibrant, healthy, and engaged communities. And one of the areas that we're focusing with this is in connecting these 911 centers.

Duane Kietzman: Many of them are entirely disconnected. If you live on the borderline between two different counties, They may use two different phone systems, two different technology systems, two different computer systems. And in many cases, there really isn't a bridge to connect them. And that exists even within a specific county, whether it's a college or a university that has their own police force or even on the medical side.

Duane Kietzman: I think many listeners would probably be surprised to find that many places across the US, medical response, say an ambulance, is not directly tied or linked in with 911. Those are separate private type companies that are dealing with medical and medical transport.

Duane Kietzman: And so even in my local county here in Michigan, we're working with them to digitally connect the 911 center with that ambulance company. Like I said, it's a private business. And so that's an area that we're looking at trying to make sure that that data can seamlessly flow back and forth. And so as that call comes in the location, all the verbal information that was collected, all the things that the dispatcher and the telecommunicator typed into the system can digitally transfer over to that center. So it's not the call-taker picking up, listening to what the caller's saying, and then putting it on a hold, while they call the ambulance company relaying all that information all over again and then going back to the caller. And so, Amir, I know you guys are working with ambulance companies as well. What are you doing and working on in that space?

Amir Elichai: Yeah. This is actually a very interesting use case we collaborated with a company called GMR, Global Medical Response, which became later on our investor in the business where they searched for a NetGen 911 them to enhance their, you know, medical response to medical events that are happening throughout forty-five states in the United States.

Amir Elichai: So, the GMR use case, GMR are basically secondary piece apps to large metropolitan areas. So as an example in Washington, DC, the ambulance providers are in this specific case is GMR. So GMR is basically giving all the ambulance services and all the emergency medical services to Washington, DC. But what does it mean?

Amir Elichai: Basically, someone calls into 911, the call's saying, this is a medical event. They are rerouting the call into this medical center, which basically a trained professional from GMR is basically answering the calls and start to manage the event, which again relates to it sending an ambulance, etc. So as we are doing in the regular police or law enforcement use cases, having an understanding of what's going on in the event is crucial. Right?

Amir Elichai: Understand is the person that is calling in now is what condition. If it's breathing, not breathing, what kind of direction we can give to a certain person that is calling about is key that is on the floor now, choking. How do I do a CPR? Having the ability to see in real-time and give instructions prior to arriving to an event - this is crucial in medical situations.

Amir Elichai: Now, even if the ambulance is driving to an event, the paramedic or the doctor, in the ambulance can open a laptop and basically continue to communicate while driving to an event. Those are the things that basically we are collaborating on with the GMR. Besides that, we have another, an interesting platform that we've developed together with GMR to address nationwide assets allocation to a natural disaster, which is a separate from purely just 911. GMR have a big federal operation and, basically, and commitments. We're working with the federal government and how do their duties is to allocate resources between states across the United States for certain mega events that are happening in certain states. So the ability to visualize everything, to prioritize resource a location, to dispatch, you know, huge fleets between states and all that is also managed by Carbyne.

Amir Elichai: But the initial idea and the reason that we engaged together with GMR is how to provide better services to the citizens that are now being taken care of GMR services in a specific country, in specific states.

Duane Kietzman: Yeah. And I think that the medical example you gave earlier was an interesting one. I think even something as simple as having, you know, someone's daughter or son trying to pronounce a medication.

Duane Kietzman: Right? We've all read those labels and try to do them. I'm not a doctor myself. Right?

Duane Kietzman: So, I have trouble pronouncing them. My sister's a nurse and when we talk, she'll be like, oh, that medication. I'm like, oh, that's how you say it. I had no idea.

Duane Kietzman: And so you ask someone who's there. It's like, can you do you see any pills? Do you see any bottles? Do you see any medications that they're on in trying to get that information as a caller versus, can you just take a picture of the side of that?

Duane Kietzman: And sending that out to the paramedic or someone that's trained in that situation could help make that much, much faster. So I think there's a lot of interesting little things that adding this extra rich data into what has traditionally been a voice call. I think can help create efficiency going forward.

Amir Elichai: I do have one example for that. You know, the 911 environment is constantly changing, yes, the line of new technologies arise, but you know, challenges are also, there is new challenges that are arising from time to time.

Amir Elichai: One of them was the, when COVID started, the ultimate, you know, first phone call was to 911. So agencies working with Carbyne started to experience a looks calls, even though the call-takers were not really trained to address whether this person needs to go to the doctor, yes or no, needs to go to the hospital. And if you remember, initially, when COVID started, the number one goal was to reduce the panic and say, hey, you don't need to run to the hospital, because this is the number one resource spreading of COVID, happening in those corridors in the hospitals.

Amir Elichai: So, one of our customers in New Orleans came with a creative idea where they utilize Carbyne and video capabilities together with responder connect. But in this case, the responders were not the actual responders, the traditional responders, they bridged in paramedics, nurses, doctors that worked in hospitals. So when it's going and say, hey, I can't breathe. Something is happening to me. Calm down, sir.

Amir Elichai: Can I see your face? Just a second. Let me bridge in an experienced nurse, not necessarily working in the New Orleans facility. They all can see each other, and they can say, sir, you can stay home.

Amir Elichai: Everything is okay, and we've helped New Orleans to reduce the expansion rate of COVID, like, two weeks after we started to work with them. This was a very creative way to utilize technology and video specifically okay, to reduce COVID spread in the city of New Orleans.

Duane Kietzman: Yeah. I think there's a lot of interesting as we look forward with telehealth and other stuff.

Duane Kietzman: You know, continuing to evolve and what that means both for 911, for first responders and for the industry as a whole. Thank you for joining me today, Amir. To close out, as a CEO that's traveled the world. I'd love to get kind of your take on one lesson that that your job has taught you that you think everyone should learn at one point in their life.

Amir Elichai: Well, this is a hard one. So I think, you know, when you believe in your mission and you kind of you have a passion for it and you see the end goal, you should do all what it takes, you know, though to make it happen. I can tell you that the beginning Carbyne was not easy as you know, better than me from - this market is, not really welcoming changes.

Amir Elichai: And that we had to find hard to get into the, like, to get the trust, the credibility, and build the relationship.

Amir Elichai: But, you know, after we fought so hard, you know, those two educate the market about the goods we can provide.

Amir Elichai: And be kind of almost blindly believes in a mission that we are seeing at the end. The results are amazing. The feedbacks are amazing, you know, to get a call from a woman that would just had their baby or deliver a baby for her. And we had so many cases like that.

Amir Elichai: It's super satisfying. And I couldn't be more proud of leading that company and collaboration companies like Tyler to fulfill our vision that we started with few years ago.

Duane Kietzman: Yeah. I think that's great.

Duane Kietzman: It's looking into the end and believing in in that and believing in in yourself. I think it's only fair that I answered too. So I would say, you know, one of the things I think is important is to have empathy for others, right? And being in so many centers and seeing, you know, when I talk to people that don't work in this industry, I always say, imagine what it would take for you to actually pick up your phone right now and dial the numbers 911.

Duane Kietzman: Right? Most people have dialed or will dial 911 once or twice in an entire lifetime. Right? And those are the calls that that these individuals deal with twelve hours a day, three to four days a week.

Duane Kietzman: Right? Or they respond to in person face to face, you know, twelve hour shifts every single day. And so they talk with these people in their most difficult moments and help them get through it. And you really never do know what people are going through.

Duane Kietzman: And so it's it's an interesting and challenging industry. It's why I fell in love with it, you know, over sixteen years ago at this point, and you know, I appreciate folks like you coming in and providing a little bit of spark and momentum to kind of keep things moving forward and and really push the bounds of what kind of the the humans and the people can do alongside of technology. And I think that's really when change starts to happen is is when everything works together, and you can create this experience that's that's both easy to use, but also creates positive outcomes in these emergency situations.

Duane Kietzman: And so with that, thanks for joining me today, Amir, and hope you liked the show. If you have any questions, you can visit both our websites tylertech.com. Amir, do you wanna say Carbyne's?

Amir Elichai: Yeah, carbyne.com.

Duane Kietzman: Yep. And it's Carbyne with a y, c-a-r-b-y-n-e. So thank you for joining us.

Amir Elichai: Thank you very much.

Beth Amann: Looking to learn more about the topics discussed today? Check out the show notes for resources from Tyler and Carbyne or visit tylertech.com/publicsafety. Thanks again to Amir and Duane for sharing their conversation with us. It was really interesting to learn more about how our governments can better equip our first responders to serve their communities with technology.

Beth Amann: For Tyler Technologies, I'm Beth Amann. Thanks for joining us.

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