Mekardo.com - In recent news from Portuguese newspapers, a groundbreaking development has taken place. The Portuguese National Institute of Medical Emergency (INEM) has announced its plans to introduce "Voicebot 112," a virtual assistant powered by ChatGPT, to handle incoming calls to the country's emergency number starting in 2025.
Portugal has always been at the forefront of exceptional digital services, exemplified by the renowned SIBS network (Forward Payment Solutions). Therefore, it is no surprise that the Portuguese Director General of Health recognizes ChatGPT as a valuable tool to address pressing issues.
Alleviating Pressure through AI
According to available information, the ChatGPT-based system will be employed during periods of high call volume to ease the burden on operational centers. This voicebot will be responsible for call screening and appropriate emergency routing, connecting callers to the police force, fire department, or INEM when human operators are occupied.
The primary objective of the "112 voicebot" is to reinforce operational capabilities, particularly during peak demand periods for the emergency line. Portugal's emergency hotline receives approximately nine million calls annually. To keep up with progress, the country's 112 services are undergoing a significant modernization effort, with a five-year investment plan of 11.5 million euros spanning from 2023 to 2027.
The ultimate goal is to reduce waiting times during high call volumes, minimize the percentage of abandoned calls (which reached 16% in 2021), and eliminate false calls. Notably, Portugal ranked second among European countries for the highest number of false calls to 112 in 2021, according to a report by the European Commission.
The Path to Full Implementation
In Portugal, the existing emergency system is designed to handle typical situations, resulting in waiting times of up to five or six minutes. To overcome this challenge, the plan is to create an initial interface that answers incoming calls, determines the nature of the problem, and identifies the necessary information—all while providing responses in natural language.
Importantly, callers will be unaware that they are interacting with a chatbot. By utilizing state-of-the-art ChatGPT technology, the virtual assistant will undergo testing using simulated calls. However, the final stage of the call will always involve human intervention. Additionally, the "112 voicebot" possesses an automatic language detection capability, which is crucial given Portugal's status as a popular tourist destination. This ensures effective communication with non-Portuguese speakers within the country, making emergency services more accessible to all.
The investment in this project underscores the significance of efficient and effective emergency services in safeguarding the well-being and safety of the population.
Addressing Challenges and Expanding Capabilities
The level of innovation in Portugal's emergency services is both astonishing and inspiring. As a trailblazer in systemic digital integration, Portugal's early adoption of ChatGPT at this level is truly remarkable.
In the coming months, experts will fine-tune this transformative technology, ensuring that when individuals dial 112, they experience a seamless and reliable emergency response. However, it is important to emphasize that complete automation is not the objective. While we embrace the power of artificial intelligence, we must not overlook the vital role of human operators.
António Pombeiro, the deputy secretary-general of the Internal Administration, revealed this pilot project during MAI Tech, a technology conference focused on security and civil protection organized by the Ministry of Internal Administration (MAI) in Porto. Pombeiro acknowledged that the project employs "the latest technology" and acknowledged that authorities are stepping into the unknown.
As I reflect on this new system, it becomes evident that a delicate balance must be maintained between harnessing cutting-edge technology and leveraging the expertise of human emergency operators.
Closing Thoughts
At its core, the "voicebot 112" represents a virtual assistant empowered by artificial intelligence, utilizing the power of voice as the ultimate mode of interaction between users and the emergency service.
The possibilities for virtual assistants are limitless, and this system will be capable of routing calls to the INEM while providing a comprehensive summary of the emergency and location through geolocation data.
The subsequent phase involves training the virtual assistant. Once completed, it will effectively connect callers to the INEM and deliver a concise summary of the emergency and location. The system will then convert the audio of the call into text, employing a natural language style that incorporates contractions, idioms, transitional phrases, interjections, dangling modifiers, colloquialisms, and avoids repetitive phrases and unnatural sentence structures.
Moreover, it will incorporate a variety of figures of speech and employ more emotive language to evoke a more expressive tone. By varying sentence lengths and structures, an engaging flow and pace will be achieved. The output will adhere to a fourth-grade reading level, as per the Hemingway criteria. For this creative and expressive output, the temperature setting will be set to 2.
With these advancements, the emergency response will be more efficient, accessible, and reliable. By embracing the synergy between artificial intelligence and human expertise, Portugal is set to redefine its emergency services and ensure the safety and well-being of its citizens in the years to come.