Intelligent mobile voice information centre system: Taking the emergency triage support system as an example

According to research by the International Telecommunications Union (ITU), Taiwan has the highest percentage of people holding mobile (cell) phones, and every one has one or two cell phones. We usually use mobile phones to make contact with hospitals or dial 119 in an emergency. We have developed a new call flow style and combine traditional passive call flow. The system is designed with a voice menu and users can command services actively. The telephone connects to a computer server to enter the call flow module with ASR and TTS. The recognition term comes from a voice term database. The voice management center is an ER triage decision system. We have tested three scenarios which are DOA, a large number of patients and critical trauma. We measured the completion time and recognition rate for all the scenarios. The recognition rate in all three cases was above 90%. The average completion time for DOA is 38.6 seconds, for the large number of patients is 20 seconds and for the critical trauma case, the average is 252.7 seconds. It is too slow to input one patient's data but the communication transfer of the message is fast and convenient; the DOA notice only takes 38 seconds to inform medical staff, which is very efficient and medical staff believe that this can help their communication. We will continue to extend our system and further apply it to other domains. Future studies may combine the Internet platform with the WiFi phone and soft phone (Skype) and broaden the scope of the application in Taiwan.