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Background <p>Integrated control centers (ILS) are experiencing a&#xa0;continuous increase in the number of calls they receive. To relieve the burden on staff and ensure emergency preparedness in the future, the use of artificial intelligence (AI) in call handling is being tested.</p> Aim of the study <p>To present the technical, organizational, and data protection implementation of an AI voice bot for accepting patient transports in accordance with the Bavarian Emergency Medical Services Act (KTP-RDG) at the ILS in Munich.</p> Materials and methods <p>Project report on the development of an on-premises voice bot by the information technology department of the Munich fire department in collaboration with Microsoft Germany (Munich, Germany). An analysis of the regulatory and medical–organizational requirements was carried out.</p> Results <p>A&#xa0;local voice bot isolated from the internet was successfully put into operation in February 2026 and presented to the public on February&#xa0;25, 2026. The voice bot accepts multilingual KTP-RDG requests from institutional clients, recognizes simple emergencies for immediate dispatch, and transcribes transport data for ILS employees.</p> Conclusion <p>The General Data Protection Regulation (GDPR)-compliant use of AI in high-security facilities can be achieved through on-premises solutions. However, the high investment and operating costs can be a&#xa0;challenge, especially for smaller control centers.</p>

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Sprachbot zur Annahme von Krankentransporten in Leitstellen

  • 期刊论文

  • 发表日期：

    2026年5月12日

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  • Florian Dax,
  • Lisa Haimerl

摘要

Background

Integrated control centers (ILS) are experiencing a continuous increase in the number of calls they receive. To relieve the burden on staff and ensure emergency preparedness in the future, the use of artificial intelligence (AI) in call handling is being tested.

Aim of the study

To present the technical, organizational, and data protection implementation of an AI voice bot for accepting patient transports in accordance with the Bavarian Emergency Medical Services Act (KTP-RDG) at the ILS in Munich.

Materials and methods

Project report on the development of an on-premises voice bot by the information technology department of the Munich fire department in collaboration with Microsoft Germany (Munich, Germany). An analysis of the regulatory and medical–organizational requirements was carried out.

Results

A local voice bot isolated from the internet was successfully put into operation in February 2026 and presented to the public on February 25, 2026. The voice bot accepts multilingual KTP-RDG requests from institutional clients, recognizes simple emergencies for immediate dispatch, and transcribes transport data for ILS employees.

Conclusion

The General Data Protection Regulation (GDPR)-compliant use of AI in high-security facilities can be achieved through on-premises solutions. However, the high investment and operating costs can be a challenge, especially for smaller control centers.