Alleviating Operational Strain

According to reports, this system is designed to function during peak times, easing the burden on operational centers. The chatbot will be responsible for screening incoming calls and directing them to the appropriate services, whether that’s the police, fire department, or INEM, particularly when human operators are overwhelmed.

The primary aim of the “112 voicebot” is to enhance operational capabilities during high-demand periods. Given that the Portuguese emergency line fielded around nine million calls annually, this initiative represents a significant modernization effort, backed by a five-year investment of 11.5 million euros (2023–2027).

The focus is to minimize wait times during busy periods, reduce the rate of abandoned calls—which was as high as 16% in 2021—and eliminate false reports. In fact, Portugal ranked as the second highest in Europe for fake emergency calls that same year, according to a European Commission report.

Navigating Toward Full Implementation

Portugal’s emergency response resources are primarily structured for typical situations, often resulting in wait times that can stretch to five or six minutes. The plan is to develop an initial interface that responds to calls, assesses the nature of the issue, and determines the necessary action, all while utilizing natural language processing.

Interestingly, callers won’t even realize they are conversing with a chatbot; it will leverage the latest ChatGPT technology and undergo extensive testing with simulated scenarios. However, a human operator will always be involved to ensure that the call is not fully automated.

As a popular tourist destination, Portugal attracts visitors from around the globe, and the “112 voicebot” will possess the capability to automatically detect the caller's language, ensuring that non-Portuguese speakers can communicate effectively with the virtual assistant. This feature is vital for making emergency services accessible to all.

This investment underscores the critical nature of efficient emergency services in safeguarding public welfare.

Embracing Innovation and Overcoming Challenges

Witnessing such a pioneering approach in our emergency services is truly astonishing. While Portugal has long been a leader in digital integration, the implementation of ChatGPT at this level feels remarkably progressive.

For now, I believe experts will continue refining this innovative technology to ensure that dialing 112 leads to a smooth and dependable emergency response. However, complete automation is not the end goal. While we harness the capabilities of artificial intelligence, the indispensable role of human intervention remains paramount.

During a technology conference organized by the Ministry of Internal Administration (MAI) in Porto, António Pombeiro, the deputy secretary-general of Internal Administration, highlighted that this project is still in its pilot phase and acknowledged the uncertainties involved as they navigate this new terrain.

He pointed out that during certain events or incidents that attract widespread attention, the volume of calls can overwhelm the system, prompting many to dial 112 in response to what they see.

Balancing Technology with Human Expertise

Reflecting on this new system, it’s essential to recognize the delicate equilibrium between leveraging advanced technology and utilizing the expertise of human emergency responders.

At its essence, the “voicebot 112” is an AI-infused virtual assistant that prioritizes voice as the primary mode of communication between users and the emergency service.

The potential for virtual assistants in this context is limitless, with the system set to route calls to INEM and provide a summary of the emergency situation along with geolocation data.

The next steps involve training the bot to ensure it can efficiently convert call audio into text and deliver summaries of emergencies effectively.