At the integrated dispatch center in Ludwigshafen, Germany, artificial intelligence is being utilized for emergency call handling to save precious time. According to SWR reports, in the past, when receiving calls from individuals who only spoke foreign languages, dispatchers had to spend time finding colleagues to translate, which not only wasted time but also increased tension. Now, the introduction of AI technology has resolved this issue.
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This AI system supports instant translation in 42 languages and can display the translation in German directly on the dispatcher's screen. More conveniently, dispatchers can respond to the caller in German, and by pressing a button, the computer voice will translate the response into the caller's foreign language. Manuel Fischer, the head of the dispatch center, stated that they have achieved good results with this system.
In addition to translation functions, AI will also have other practical features in the future, such as providing appropriate question suggestions for operators or calculating search areas in cases like someone falling into the Rhine River. The Fraunhofer Institute in Kaiserslautern supports this project and is currently developing around 20 AI services. However, some functions may take a year or more to complete.
Fischer noted that they are working to ensure the reliability of the AI system. For example, when the AI analyzes photos from the scene of an accident, it provides a percentage value indicating the accuracy of the information. This way, dispatchers can determine whether they can rely on the AI or need further investigation. Although AI has been introduced, Fischer emphasized that the final decision is still made by humans, as certain situations require human understanding. For instance, when a roller coaster rider accidentally dials an emergency number, Fischer would call back later to ask: "Which roller coaster were you on?"
Since June 2021, this AI pilot project has been in operation, aiming to streamline the collection, processing, and networking of information, and to quickly take measures in emergency and disaster situations. Additionally, the project plans to issue alerts and situational information to the public through real-time audio, video, or chat.
Key Points:
📞 AI can translate 42 languages, quickly responding to foreign language emergency calls.
🔍 Future AI will provide question suggestions for operators and calculate search areas.
🤖 AI assists in decision-making, but the final judgment remains the responsibility of humans.