119신고접수체계 인공지능(AI) 적용 사례에 대한 연구: 서울종합방재센터 중심으로

초록

Purpose: This study is to analyze the current status and effects of artificial intelligence (AI) applications in the 119 emergency call-taking system and to empirically examine how an AI-based call-taking support system influences the efficiency of disaster response in real operational environments. To this end, this study reviews recent trends in key AI technologies—including speech-to-text (STT), natural language processing (NLP), machine learning, and large language models (LLMs)—and analyzes a practical application case of an AI-based 119 emergency call-taking system implemented at the Seoul Emergency Operations Center. Method: Consists of both quantitative and qualitative analyses. Quantitatively, operational data from an AI callbot pilot were analyzed to assess changes in call waiting time, the accuracy of emergency priority classification, and the effectiveness of non-emergency call triage. Qualitatively, organizational and operational changes in the emergency operations center following the introduction of AI were examined. Results: Indicate that the introduction of the AI-based system reduced the average call waiting time by approximately 7.33%. In addition, the automated pre-screening of non-emergency calls through the AI callbot significantly alleviated call-takers’ workloads. Even under conditions of heavy call surges, the AI-supported initial response improved the concentration of resources on high-priority emergency calls, while the emergency classification accuracy achieved a level exceeding 70% in the initial model implementation. Conclusion: This study demonstrates that AI in the 119 emergency call-taking system can function not merely as an automation tool but as a collaborative decision-support technology that assists human call-takers. Furthermore, the findings suggest that future advancements in AI-based emergency call-taking systems should focus on enhancing training data quality, adopting explainable AI, and establishing institutional and governance frameworks to ensure sustainable and reliable deployment in public safety services.

키워드