ETRI-Knowledge Sharing Plaform

KOREAN
논문 검색
Type SCI
Year ~ Keyword

Detail

Conference Paper Uncertainty-Aware AI-Facilitated Decision Support System for Emergency Call Takers
Cited - time in scopus Download 92 time Share share facebook twitter linkedin kakaostory
Authors
Minjung Lee, Sungwon Byon
Issue Date
2023-12
Citation
International Conference on Applied Human Factors and Ergonomics (AHFE) 2023, pp.49-56
Language
English
Type
Conference Paper
DOI
https://dx.doi.org/10.54941/ahfe1004404
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.
KSP Keywords
Decision Support System(DSS), Emergency incidents, Real-Time, Situational Awareness, artificial intelligence, emergency calls, emergency situation