The use of Artificial Intelligence as a tool for preventing and improving the service of 112 has been thoroughly explored and investigated by organizations and agencies in the sector at an international level. As early as 2019, EENA – European Emergency Number Association, published the research "Artificial Intelligence & Machine Learning in Public Safety" to identify the potentials, application fields, and possible critical issues (especially those related to privacy and sensitive data handling) in the use of technology. Some experiments have already been initiated, such as in Portugal, where NLP – Natural Language Processing will be implemented to assist PSAP operators in managing calls.
The Single Emergency Number 112 is the point where all emergency calls converge, whether they are of a health nature, public order, or related to the Fire Brigade or Police Forces. The response speed is crucial for the success of the intervention. This phenomenon is amplified in case of call overloads during public crises or natural events.
In such circumstances, Artificial Intelligence can be used as a tool for emergency prevention:
Advanced Simulations: Generative AI can enhance personnel training simulations by creating realistic scenarios and dynamic challenges, allowing call-takers and rescuers to prepare for a wide range of emergencies, from natural disasters to health crises.
Social Analysis: Information flows produced by social media during significant public events can provide valuable insights for preventing emergencies. AI can analyze social media posts in real-time to identify, for example, road accidents, public crises (blackouts, roadblocks, etc.), or health crises, enabling timely interventions.
Phone Traffic Analysis: Machine learning algorithms can identify unusual patterns and flag extraordinary events (such as epidemic monitoring). Additionally, AI can assess the sentiment of online conversations, identifying negative situations or collective stress, anticipating possible critical events.
Thus, AI can change the way a 112 PSAP operates: having full awareness of ongoing events, or even predicting them, allows for optimal planning of PSAP resources and a responsiveness that would otherwise be impossible.
Being faster means saving more lives. The response time, the speed of call classification, and the decision on the type of intervention to trigger are the main factors determining the operation's effectiveness, and, therefore, the possibility of saving more people. Industry research conducted on the UK population shows how the use of AI to intercept cardiac arrest cases during phone screening can increase survival rates from the current 8.6% to 20%. Thanks to AI, call management can be significantly improved for several reasons:
Decision Tree: Call-takers classify the type of call (and the second-level PSAP to involve) based on the data collected during the interview. AI can assist at various levels to interpret and speed up the decision: processing the received information, evaluating cases, filling out forms, etc. Furthermore, if it is decided to replace the human operator with a voice assistant, the number of calls that can be handled simultaneously becomes potentially infinite.
Non-Emergency Calls: AI algorithms become particularly effective in case of 112 PSAP overload. In such situations, it is crucial to distinguish emergency calls from non-emergency ones to assign the correct priority to interventions.
NLP – Natural Language Processing: The ability to interpret natural language by AI algorithms becomes valuable in various cases where there are verbal communication difficulties: background noise from ongoing events; people with speech-hearing difficulties.
Efficient Resource Distribution: In the chaos of an emergency, decision-makers often face the challenge of managing limited resources in the most effective way possible. AI's data processing capabilities allow analyzing thousands of scenarios to determine the best strategy to adopt. Whether it's sending rescue personnel or distributing aid, AI can simplify the decision-making process, ensuring that resources are deployed at the right time and place.
Artificial Intelligence is a tool with virtually infinite potential. However, the possibility of replacing humans in very delicate tasks, such as emergency rescue, raises many concerns and can lead citizens to distrust such tools, especially if there is direct interaction, as in the case of a voice assistant. Therefore, it is necessary that technological evolution be accompanied by a significant effort to raise awareness and familiarize people with new technologies, to maximize the benefits they can bring.