Emergency Call Centers in Smart Cities using Artificial Intelligence

In the Netherlands, the National Control Room (NCR) located in the smart city of Apeldoorn, handles about 400 dispatches reporting emergency situations every day. But regularly in case of terroristic attacks, explosions and bombing alarms NCR is overloaded. In this paper we discuss a new hybrid emergency center, including new AI technologies as Chat GPT to increase the capacity of NCR. The NCR used scenario modelling for efficient response. The NCR is strongly linked with the Traffic Information Centers (TICS) in the cities but is also connected to Burgernet, a communication network between Police, City Government and civilians. Via GIS, remote sensing systems and special Apps data will be collected and processed. A special telephone number 112 has been created to report about traffic incidents. The calls maybe executed by a caller using a smart phone or automatically by an Emergency (eCall) system in the car. The calls are preprocessed in a special emergency centers.