Towards a Case-Based Support for Responding Emergency Calls

In emergency situations, the quick and precise initiation of rescue measures is crucial. Dispatchers are responsible for answering emergency calls and deciding about measures and resources. However, currently there is no support on the basis of an intelligent system that is able to exploit experiences from previous situations. Therefore, we propose a concept for a case-based support for emergency call handling in this work. First, we investigate where case-based reasoning can be applied in the decision process and sketch our vision of a hybrid intelligent approach that combines expert and experiential knowledge. For the case-based approach, we focus on deriving adequate measures and resource types. Furthermore, we propose a mechanism that supports the dispatcher in the choice of the questions such that precise decisions can be derived. The approach is prototypically implemented and will be evaluated with experts in future work.