# ODIN IVR-Interactive Solution for Emergency Calls Handling
## 5 Conclusions and Future Work  
Based on the proposed architecture and the specific requirements defined within the ODIN112 project, we developed two tailored solutions for automatic human-computer interaction for the Emergency System, namely a web-based chatbot and a telephony-based IVR, that consider trending technologies and frameworks. In the first round of evaluation, we made a critical comparison between the two approaches based on both resource consumption and QoS metrics. The results show that the IVR solution is a better choice in terms of resource consumption. Our analysis indicates on average 16% less CPU load for the telephony IVR solution in comparison to the web-based solution. In terms of memory consumption, we conclude that the telephony-based approach has better performance than the web-based chatbot, with an average of 38.45%. Taking into consideration the results from the preliminary evaluation, the second round of evaluation was focused only on the IVR. In this stage, we assessed several performance metrics for SIP solutions. Overall, the obtained results indicate that our solution is a highly competitive and reliable solution according to the Basic Telephony SIP End-to-End Performance Metrics [32]. In comparison with the Belgium IVR solution Options Menu, our solution offers a more complex and elaborate decision tree for emergencies. The depth of our solution is three times the depth of the Belgium Options Menu. For instance, ODIN IVR is able to treat road accidents separately from subway accidents, while the Options Menu IVR handles both emergencies in the same manner. Additionally, our approach offers the emergency status of each call related to the emergency type and also identifies non-urgent situations correlated to a specific department. In conclusion, our solution satisfies both the requirements imposed by the beneficiary and the quality metrics. As mentioned, the proposed PoC was also tested with real data as part of the computer system for real-time transcription of speech into text for the Romanian language and recognition of emotional states in emergency 112 calls--the ODIN112 project. In terms of future work, we also intend to evaluate end-user satisfaction in a pilot project within a limited geographical area (e.g., 1-2 counties in Romania) while considering multiple criteria, such as the number of users that finished the call with success (from dialing to emergency operator transfer), degree of trust in the IVR solution, the soundness of the IVR voice, and the degree of acceptance by the end-users. These metrics can be evaluated only in production with real emergencies and people. To the best of our knowledge, satisfaction evaluation of emergency call IVRs has been minimally researched by the scientific community. Conceptualization, B.-C.M., I.-D.F. and F.P. ; methodology, R.-D.U., C.N. and I.B. ; software, B.-C.M., R.-D.U. and T.-C.B. ; validation, I.-D.F., C.N. and M.D. ; formal analysis, M.D. and S.-A.T.; investigation, M.D. and S.-A.T.; resources, M.D. and S.-A.T.; data curation, R.-D.U. and I.-D.F. ; writing--original draft preparation, B.-C.M., C.N. and S.-A.T.; writing--review and editing, I.-D.F. and C.N. ; visualization, B.-C.M. and R.-D.U. ; supervision, T.-C.B., I.B. and F.P. ; project administration, T.-C.B., I.B. and F.P.op. ; funding acquisition, T.-C.B., I.B. and F.P. All authors have read and agreed to the published version of the manuscript. The research presented in this paper was supported by the project ODIN112 (PN-III-P2-2-2.1-SOL-2021-2-0223) and by the University Politehnica of Bucharest through the PubArt program. \begin{table}
\begin{tabular}{l c c} \hline \hline
**Metric** & **Minimal** & **Obtained Result** \\ \hline Provides greetings & YES & YES \\ \hline Protects and respects privacy & YES & YES \\ \hline \hline \end{tabular}
\end{table} 
Table 6: Summary of humanity evaluation. This work was supported in part by OPTIM Research (POCU grant no. 62461/03.06.2022, cod SMIS: 153735). **Institutional Review Board Statement**: Not applicable.