Emotion Effect on the Interaction between Caller and Dispatcher in Emergency Medical Service Dispatch Communication

Communication for dispatch of pre-hospital Emergency Medical Service (EMS) exists some barriers between the caller and the dispatcher. This research focus on the study of the emotion barrier to enhance a more efficient and... [ view full abstract ]

Communication for dispatch of pre-hospital Emergency Medical Service (EMS) exists some barriers between the caller and the dispatcher. This research focus on the study of the emotion barrier to enhance a more efficient and effective dispatch. In this study, a novel method for the classification of emotion into stable and unstable using Mel-Frequency Cepstral Coefficients (MFCCs) features, behavior features and the Support Vector Machine (SVM) is proposed. The caller’s emotion state in the EMS dispatch communication is labeled through an emotional recognition technique. Emotion barrier could be eliminated by analyzing these labeled audio and the corresponding speech. A case study was conducted for the case in Taipei, Taiwan with 200 actual audio signals of emergency calls. Results suggest that the proposed method has potential to recognize emotion, help us better understand the berry and increase the overall performance in the communication of pre-hospital EMS dispatch.