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Volume 12
Issue 21
10.3390/app122110844
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Article

ODIN IVR-Interactive Solution for Emergency Calls Handling

by
Bogdan-Costel Mocanu
1,
Ion-Dorinel Filip
1,
Remus-Dan Ungureanu
1,
Catalin Negru
1,
Mihai Dascalu
1,
Stefan-Adrian Toma
2,
Titus-Constantin Balan
3,4,
Ion Bica
2 and
Florin Pop
1,5,*
1
Computer Science and Engineering Department, Faculty of Automatic Control and Computers, University Politehnica of Bucharest, 060042 Bucharest, Romania
2
Faculty of Information Systems and Cyber Security, “Ferdinand I” Military Technical Academy, 050141 Bucharest, Romania
3
Electronics and Computers Department, Faculty of Electrical Engineering and Computer Science, Transilvania University of Brasov, 500036 Brasov, Romania
4
ATOS Convergence Creators, 500090 Brasov, Romania
5
National Institute for Research & Development in Informatics—ICI Bucharest, 011555 Bucharest, Romania
*
Author to whom correspondence should be addressed.
Appl. Sci. 2022, 12(21), 10844; https://doi.org/10.3390/app122110844
Submission received: 20 September 2022 / Revised: 17 October 2022 / Accepted: 19 October 2022 / Published: 26 October 2022
(This article belongs to the Special Issue Intelligent Systems Applications to Multiple Domains Based on Innovative Signal and Image Processing)
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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.
Keywords: emergency system; interactive voice response; intelligent human–computer systems emergency system; interactive voice response; intelligent human–computer systems

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MDPI and ACS Style

Mocanu, B.-C.; Filip, I.-D.; Ungureanu, R.-D.; Negru, C.; Dascalu, M.; Toma, S.-A.; Balan, T.-C.; Bica, I.; Pop, F. ODIN IVR-Interactive Solution for Emergency Calls Handling. Appl. Sci. 2022, 12, 10844. https://doi.org/10.3390/app122110844

AMA Style

Mocanu B-C, Filip I-D, Ungureanu R-D, Negru C, Dascalu M, Toma S-A, Balan T-C, Bica I, Pop F. ODIN IVR-Interactive Solution for Emergency Calls Handling. Applied Sciences. 2022; 12(21):10844. https://doi.org/10.3390/app122110844

Chicago/Turabian Style

Mocanu, Bogdan-Costel, Ion-Dorinel Filip, Remus-Dan Ungureanu, Catalin Negru, Mihai Dascalu, Stefan-Adrian Toma, Titus-Constantin Balan, Ion Bica, and Florin Pop. 2022. "ODIN IVR-Interactive Solution for Emergency Calls Handling" Applied Sciences 12, no. 21: 10844. https://doi.org/10.3390/app122110844

APA Style

Mocanu, B.-C., Filip, I.-D., Ungureanu, R.-D., Negru, C., Dascalu, M., Toma, S.-A., Balan, T.-C., Bica, I., & Pop, F. (2022). ODIN IVR-Interactive Solution for Emergency Calls Handling. Applied Sciences, 12(21), 10844. https://doi.org/10.3390/app122110844

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