AI PILOT PROJECT FOR EUROPEAN EMERGENCY CALL CENTRES

Apr 24, 2024 | International News

A new AI Special Project which aims to explore the integration of artificial intelligence (AI) and machine learning in emergency call centres across Europe and beyond, is set to run on a pilot basis in Finland, Sweden, Germany, North Macedonia, Italy, Spain and Portugal.

The project, which was recently launched by the European Emergency Number Association (EENA), aims to enhance the operational efficiency and responsiveness of emergency services through the implementation of advanced AI technologies. It will focus on three critical areas – language detection, translation, and transcription; triage to prioritise emergency calls effectively; and noise cancellation to improve call clarity.

These technologies are expected to streamline call handling processes, reduce response times, and ultimately save lives. The project will be carried out over the course of five months, concluding at the end of September 2024.

Following completion of the pilot phase, a comprehensive report detailing the outcomes and insights gained from the project will be released in October, with a final event ear-marked for December.

By trialling AI tools in real-world scenarios, the project seeks to identify practical solutions that can be adopted by emergency call centres across Europe and beyond. The objective is not only to support the call centre staff with AI tools that can enhance emergency response operation but also to ensure that citizens in distress can receive help in their language and without unnecessary delay.

“This collaboration represents a significant step forward in our efforts to trial AI technology into emergency call centres,” said Gary Machado, EENA’s Executive Director. “While we remain optimistic about the potential of AI, our approach is measured and focused on tangible benefits for emergency call centres and those they serve.”

For more information visit EENA’s AI Special Project page.

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