Starting from 2025, a novelty in Portugal concerning the single emergency number 112: during periods of call overload, Artificial Intelligence based on ChatGPT technology could be used to manage call answers.
ChatGPT will respond to 112 emergencies in Portugal
During the Portuguese technology conference MAI Techfocused on security and civil protection, the Deputy Secretary General of the Internal AdministrationAntónio Pombeiro, stated that as of 2025, nei moments of call congestion, answers to number 112 could be handled by a Artificial Intelligence system based on ChatGPT technology.
Pombeiro explained that callers may not realize they are talking to an AI as the new ChatGPT technology will be used. However, before the actual implementation, the system will undergo a test period with simulated calls.
The introduction of an AI-powered emergency service comes to address theto call congestion during major incidents, such as city fires. According to Pombeiro, current resources are “dimensioned for normal situations”, which entails waiting times to answer calls that they can be as long as five or six minutes. However, it is important to underline that Artificial Intelligence will never conclude the call, as the deputy secretary pointed out.
Pombeiro clarified that the adoption of AI for the 112 is not about replacing people, but rather about empowering operational resources. In the future, with a different technological approach, AI could also filter fake 112 calls.