112 Canarias will use an artificial intelligence system to prioritize calls in major emergencies, so that the service does not collapse, reports the Ministry of Territorial Policy, Territorial Cohesion and Water.
In a situation of call avalanche, it is not possible to know which calls are more critical among all those on hold, it is noted in a statement. This would require answering all of them in order to identify their priority, and this is where artificial intelligence can reach where the service's sizing, however large it may be, could never reach.
The proposal that will be developed throughout 2025 in 112 Canarias aims to implement a system that, in these situations called "out of capacity", simultaneously answers all calls that are in the waiting queue, prioritizes them and directs the most critical ones to the service operators, thus guaranteeing their attention and ensuring the priority of urgent cases.
In turn, this system would allow the subsequent consultation of the rest of the calls received, in order of priority, for their management.
Artificial intelligence has been the focus on which the second day of the international forum "The next generation 112 and the role of Artificial Intelligence in emergency communications" organized by EENA and the Government of the Canary Islands and held since Thursday in Santa Cruz de Tenerife has been developed.
During the meeting, it was stated that artificial intelligence has brought with it an improvement in call management, as well as the detection of threats and the optimization of data processing in real time, making emergency services increasingly efficient and accessible.