# ODIN IVR-Interactive Solution for Emergency Calls Handling
## 3 Method
### Web-Based Chatbot Solution  
In general, chatbots are task-oriented software systems that handle requests from a specific predefined microworld [38]. This means that a chatbot solution relies on a specific corpus tailored to a use case. As mentioned, our solution is designed for emergencies; therefore, we define a microworld for three scenarios:  
* Police emergencies--handles police-related emergencies such as accidents, deprivation of liberty, and violence;
* Medical emergencies--handles emergency calls for medical conditions that are critical and can cause severe damage or even death, such as cerebral vascular accidents, unconscious persons, suffocation, and severe hemorrhage;
* Fire department emergencies--handles fire department-related emergencies such as fires, explosions, extreme natural phenomena, and accidents in low-access areas. Table 3 introduces the intents and the actions used for the previous use cases. The created corpus contains 30 sentences on 5 possible intents. The limited number of sentences \begin{table}
\begin{tabular}{l l|c} \hline \hline
**Type** & **Name** & **Emergency Status** \\ \hline \multirow{6}{*}{Medical} & Cerebral vascular accident (CVA) & RED \\ \cline{2-3}  & Unconscious person & RED \\ \cline{2-3}  & Suffocation/Severe respiratory problems & RED \\ \cline{2-3}  & Limb amputation/Severe hemorrhage & RED \\ \cline{2-3}  & Other medical situation that puts life in imminent danger & RED \\ \cline{2-3}  & Other medical situation that does not put life in imminent danger & GREEN \\ \hline \multirow{6}{*}{Police} & Road accident with victims or with a danger of explosion & RED \\ \cline{2-3}  & Road accident without victims & GREEN \\ \cline{2-3}  & Railway accident/Subway accident & RED \\ \cline{2-3}  & Other type of accident that puts life, the environment, or property in imminent danger & RED \\ \cline{2-3}  & Other type of accidents that does not put life, the environment, or property in imminent danger & GREEN \\ \cline{2-3}  & Threat/attack with guns or explosive devices & RED \\ \cline{2-3}  & Violent act with possible victims & RED \\ \cline{2-3}  & Deprivation of liberty/kidnapping & RED \\ \cline{2-3}  & Other police competence situation that puts life, the environment, or property in imminent danger & RED \\ \cline{2-3}  & Other police competence situation that does not put life, the environment, or property in imminent danger & GREEN \\ \hline \multirow{6}{*}{Fire department} & Fire/explosion & RED \\ \cline{2-3}  & Storm/tornado/flood/drowning & RED \\ \cline{2-3}  & Landslide/earthquake & RED \\ \cline{2-3}  & Naval/aviation accident & RED \\ \cline{2-3}  & Industrial/chemical accident & RED \\ \cline{2-3}  & Mountain/ravine/cave accident & RED \\ \cline{2-3}  & Other type of accident that puts life, the environment, or property in imminent danger & RED \\ \cline{2-3}  & Other type of accident that does not put life, the environment, or property in imminent danger & GREEN \\ \cline{2-3}  & Other fire department competence situation that puts life, the environment, or property in imminent danger & RED \\ \cline{2-3}  & Other fire department competence situation that does not put life, the environment, or property in imminent danger & GREEN \\ \cline{2-3}  & Other fire department competence situation that does not put life, the environment, or property in imminent danger & RED \\ \cline{2-3}  & Other fire department competence situation that does not put life, the environment, or property in imminent danger & GREEN \\ \cline{2-3}  & The environment, or property in imminent danger & GREEN \\ \hline \hline \end{tabular}
\end{table} 
Table 2: Emergency statuses of the situations handled by the chatbot/IVR module. is directly correlated with the most frequent scenarios encountered in the training manual for 112 services. Our first PoC was a web-based solution built on the BotPress framework. We implement a docker-contained chatbot that handled the three previous main situations. In Figure 3, we show an example of a use-case diagram built using the GUI.