Background & Introduction

Artificial Intelligence (AI) and Machine Learning (ML)* are increasing in popularity in several industry sectors and becoming available in everyday consumer services, and public safety is no different. They are slowly but surely becoming available for PSAPs to use.

Call for Interest

EENA published a call for interest in the context of an upcoming EENA special project. Interest was high among public authorities, private companies, and researchers. Several priorities for the use of AI and ML were listed, such as language detection and translation, and supporting triage.

Call for applications

After studying the input received in the survey responses, EENA launched a call for applications and invited all those interested to submit  their project idea.

*In the context of this activity, AI is considered the simulation of human intelligence processes by machines and computer systems and ML is considered a branch of AI, which focuses on the use of data and algorithms to continuously improve its accuracy from the experience it gathers from analysing large amounts of data, learning from the insights, and making informed decisions.


The objective of the project is to explore the use of AI tools in PSAPs and demonstrate their impact, publish lessons learned and recommendations, ensure compliance with EU law, in particular the draft AI Act. The project aims to show how AI tools can be effectively implemented into PSAPs and how they can contribute to increased efficiency and, as a result, a better emergency service for citizens across Europe.


The project brings together four companies in the field of AI technology- Gladia, Cestel, Augmented Hearing, LiveReader- and PSAPS from seven European countries, including Finland, Sweden, Germany, North Macedonia, Italy, Spain, and Portugal. The project has launched nine pilot programmes, with each company working alongside one PSAP, to explore and implement advanced AI solutions in emergency communications across Europe.





Finland (SouthWest Finland)



Germany (Ludwigshafen)



Italy (Trento)



North Macedonia




Augmented Hearing


Spain (112 Andalucía)



Spain (112 Andalucía)




Augmented Hearing




The pilot projects will focus on three critical areas: language detection, translation, and transcription; triage to prioritize emergency calls effectively; and noise cancellation to improve call clarity. These technologies are expected to streamline call handling processes, reduce response times, and ultimately save lives.

More specifically, the pilots will include:

  • Identification, translation, and transcription of emergency calls in real time.
  • Synthesis of translated text in audio.
  • Support the call-taker with hints and recommendations during the emergency call.
  • A speech audio filter for noise reduction and audio filtering of recorded live emergency calls.



The Southwest Finland Emergency Services will test Gladia’s solution consisting in transcription, language identification and real-time translation of emergency calls.



The ALTERNIS solution provided by LiveReader uses several AI technologies to identify the language spoken during a phone call, transcribes the audio to text, translates the text into the listener’s language and synthesises this text into an audio output. The pilot will test this technology in the Integrated Control Centre of Ludwigshagen which handles emergency calls in the Greater Ludwigshafen area. The pilot will consist in simultaneous translation used as an additional service on several work-stations for both real emergency calls and in protected environment with test cases.



The pilot will take place in the two emergency response centres of the Autonomous Province of Trento. It will consist in using the technology provided by Gladia using artificial intelligence to transcribe live emergency calls received by the centre and asynchronous transcription of the calls in major events.


North Macedonia

The Crisis Management Centre of North Macedonia will use the technology provided by Gladia to transcribe and translate emergency calls received.



The emergency calls centre of the Lisbon area will be using Sharpi Box, a technology provided by Augmented Hearing to eliminate background noise during emergency calls, facilitating the work of the call-taker.



The Emergencias 112 Andalucía centre will use the technologies of Cestel and of Gladia in two separate pilots consisting in automatic translation and transcription to assist the emergency call-taker in different languages. The solution will be incorporated in both the emergency calls management and in testing environment.



SOS Alarm, the organisation responsible for handling emergency communications in Sweden will take part in two pilots during this project. In a first pilot, SOS Alarm will test Sharpi Box, a technology provided by Augmented Hearing to eliminate background noise during emergency calls, facilitating the work of the call-taker. The pilot will first focus on testing pre-recorded calls and may eventually proceed to live call situations. In a separate pilot, SOS Alarm will use the technology provided by Gladia consisting in transcription, language identification and real-time translation of calls.

Project partners

Companies providing AI solutions

Augmented Hearing is a Danish audio startup enabling new standards for safe spoken communication. Our AI software modules remove noise and clarify speech in real-time during incoming 112 calls, securing a more efficient collection of critical information. Our solutions secure maximum privacy, reliability, and effective AI deployment.

Cestel is one of the Spanish companies with the greatest experience in integrated communication solutions for Emergency, Control and Command Centres, as well as in the video communication channel (videoconferencing, Video Call Centres, Interpretation Centres for deaf people, web video telephony, etc…). In addition to its own products, CESTEL creates unique solutions and specific developments tailored to each client.

Gladia leverages advanced AI technology to provide real-time, accurate, and cost-effective audio transcription services. Its AI platform surpasses traditional challenges by offering quick processing, extensive language support, and features like speaker diarization and automatic punctuation, serving a wide array of industries including call centers and media. Gladia’s AI capabilities extend to translation and summarization, enhancing the value of audio data for businesses

LiveReader GmbH addresses the challenges of knowledge-intensive processes such as the work of dispatchers in emergency call centers with modern AI-driven technologies. ALTERNIS overcomes existing language barriers through simultaneous translation and enables communication in everyday and critical situations. At the same time, the information transmitted by such a phone call is used to control an AI-supported emergency call procedure and provide a holistic solution.




The integrated control centre in Ludwigshafen covers the greater Ludwigshafen region and the surrounding area. In recent years, it has dedicated itself to modernizing its control centre processes and has opened up to the use of modern technologies. Dispatchers are regularly confronted with a language barrier and at the same time the aim is to use technologies that contribute to a general increase in the quality of emergency call processing.



Provincia Autonoma of Trento manages 1st and 2nd level PSAP (firefighter department and medical department) in the North of Italy. It has 2 emergency responders sites and manages about 300’000 calls every year.


North Macedonia

The Crisis Management Canter (CMC) is an independent state administrative body, having the status and function of a directorate, which legal competences include gathering of information, assessment, situation analysis, objectives and tasks determination, development and implementation of the necessary actions for prevention, early warning and handling crises.

In the execution of the crisis management tasks, CMC performs the activities that refer to providing continuity of the inter-departmental and international cooperation, consultations and coordination. In accordance with its legal competences in a national crisis salutation CMC on behalf of the Government performs the coordination and cooperation with international community as a national point of contact 24/7.

Within the Crisis Management Canter, the State Operation Canter functions on a national level 24/7 through the Emergency Number E-112.



PSAP located at Lisbon area (112 COSUL), whose call takers receive 112 calls and other emergency communications, make the first triage and convey relevant information to the correspondent emergency services (health care, fire brigades, etc) or law enforcement entities.



Emergencies 112 Andalusia is a public service that, through a single and free telephone, permanently attends throughout Andalusia, any emergency and emergency situation in health, fire extinguishing and rescue, citizen security and civil protection. With a single call to this free and easy-to-remember number, Andalusian citizens can access all the necessary aid to solve any emergency situation. All this in a comprehensive way, from the moment someone requests help until the emergency has been resolved or the operatives have ended their interventions. The attention of any emergency situation, whether in health matters, fire extinguishing and rescue, citizen security or civil protection, is carried out through the single emergency telephone.



The Government has commissioned SOS Alarm Sverige AB to primarily be responsible for emergency and rescue services in Sweden. This is done by receiving and forwarding urgent calls on the emergency number 112 and assisting municipalities and regions with directing and the prioritisation of ambulances and fire brigades.


April 2024 (EENA Conference): Official kick-off and press announcement with large press coverage

May – September 2024: Deployments and tests. Short monthly reports by each partner will be requested. One or two web meetings with all partners.

September 2024: Final web meeting

October 2024: Final reporting by each partner, including statistics and feedback on the tools and cooperation, what went well, what went wrong, and lessons learned.

October 2024: Final report on the tests, lessons learned and recommendations. Special note on AI, ethics and data protection.

December 2024: Final public event of the project with 100 – 200 attendees, NG112 & AI Event, 4 – 5 December 2024

Please note, this time frame may evolve or change as required.