Uncertainty-Aware AI-Facilitated Decision Support System for Emergency Call Takers

Abstract: This paper presents an artificial intelligence (AI) based decision support system to assist call takers sitting behind emergency numbers, such as 1-1-2 or 9-1-1. Accurate situational awareness of emergency incidents during emergency report intake is crucial for the initial response. However, the caller’s utterances in an emergency situation can be uncertain, therefore the AI model can often assist call recipients with false predictions, delaying the appropriate initial response to emergencies. To address this issue, we propose using an uncertainty-aware AI model in the decision support system. The proposed system displays a set of emergency situational candidates predicted based on the text transcribed in real-time as the voice report intake, supporting the call takers in effectively receiving the emergency calls. The type and number of emergency situational candidates are determined considering the uncertainty inferred from an uncertainty-aware AI model. We provide a detailed explanation of the proposed system and evaluate its performance using actual domestic 1-1-2 police emergency report data.

Keywords: Uncertainty-Awareness, Artificial Intelligence, Decision Support System, Emergency Call, Emergency Report

DOI: 10.54941/ahfe1004404

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