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Identified Problem
The 995 emergency line in Singapore is crucial for saving lives, but faces challenges with increasing call volumes, which have been rising by about 5 to 10% annually over the last decade. Ensuring the right help reaches those in need quickly and effectively is paramount. There is a need to enhance the speed and precision of triage, especially in life-threatening cases where time is critical.
AI Solution
An AI solution is being developed in partnership with National University of Singapore (NUS) and Nanyang Technological University (NTU) to complement existing systems by enhancing the speed and precision of triage. The AI is designed to assist core dispatchers by analyzing caller conversations in real-time.
Key Features
- The AI solution includes an automatic speech recognition (ASR) model that transcribes call conversations into text. This ASR model is capable of understanding Chinese, English, and Malay, all mixed together.
- The AI includes a natural language understanding (NLU) unit that automatically extracts key information from the text, such as the address of the incident, the type of incident, the age and gender of the patient, and the patient’s main complaint or symptom.
- The AI provides insights to the core dispatcher through pop-up prompts for faster and more accurate decision-making.
Benefits of AI Solution
- Enhances the speed and precision of triage.
- Optimizes the allocation of resources.
- Provides faster, more accurate, and objective support for frontline call takers.
- Aims to reduce response times for critical cases.
- The ASR model has improved recognition accuracy by more than 10% compared to initial versions.
Impact of AI Solution
- Aims to ensure that every critical case receives the urgent attention it needs.
- AI technology will become more integral in the management of public safety and emergency medical services as it evolves.
- It has the potential to address many challenges in the future.