ODIN IVR-Interactive Solution for Emergency Calls Handling

Abstract

Human interaction in natural language with computer systems has been a prime focus of research, and the field of conversational agents (including chatbots and Interactive Voice Response (IVR) systems) has evolved significantly since 2009, with a major boost in 2016, especially for industrial solutions. Emergency systems are crucial elements of today’s societies that can benefit from the advantages of intelligent human–computer interaction systems. In this paper, we present two solutions for human-to-computer emergency systems with critical deadlines that use a multi-layer FreeSwitch IVR solution and the Botpress chatbot platform. We are the pioneers in Romania who designed and implemented such a solution, which was evaluated in terms of performance and resource management concerning Quality of Service (QoS). Additionally, we assessed our Proof of Concept (PoC) with real data as part of the system for real-time Romanian transcription of speech and recognition of emotional states within emergency calls. Based on our feasibility research, we concluded that the telephony IVR best fits the requirements and specifications of the national 112 system, with the presented PoC ready to be integrated into the Romanian emergency system.