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Towards Human-AI Interaction in Medical Emergency Call Handling

Carsten Maletzki; Christian Elsenbast; Melanie Reuter-Oppermann
In: Tung X. Bui (Hrsg.). 57th Hawaii International Conference on System Sciences, HICSS 2024, Hilton Hawaiian Village Waikiki Beach Resort, Hawaii, USA, January 3-6, 2024. Hawaii International Conference on System Sciences (HICSS-2024), 57th Hawaii International Conference on System Sciences, January 3-6, Honolulu, Hilton Hawaiian Village Waikiki Beach Resort, HI, USA, Pages 3374-3383, ScholarSpace, 2024.


Call-takers in emergency medical dispatch centers typically rely on decision-support systems that help to structure emergency call dialogues and propose appropriate responses. Current research investigates whether such systems should follow a hybrid intelligent approach, which requires their extension with interfaces and mechanisms to enable an interaction between call-takers and artificial intelligence (AI). Yet unclear is how these interfaces and mechanisms should be designed to foster call handling performances while making efficient use of call-taker’s often strained mental capacities. This paper moves towards closing this gap by 1) deriving required artifacts for human-AI interaction and 2) proposing an iterative procedure for their design and evaluation. For 1), we apply the guidelines for human-AI interaction and conduct workshops with domain experts. For 2), we argue that performing a full evaluation of the artifacts is too extensive at earlier iterations of the design process, and therefore propose to enact use-case-driven lightweight evaluations instead.


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