Seoul Uses AI for Emergency Calls

In March 2025, Seoul launched a pioneering AI emergency call system to enhance its 119 hotline. This innovation integrates AI voice analysis and location tracking to streamline emergency handling, representing a major step forward in digital infrastructure and urban resilience.

Understanding the Challenge

As Seoul’s population grew, so did the volume and complexity of 119 calls. Human dispatchers faced increasing difficulty in quickly determining emergency types and precise locations. Bottlenecks often delayed response times—potentially affecting outcomes during critical incidents.

The AI-Powered Solution

Seoul’s AI system addresses these issues head-on:

• It listens to callers to identify the nature of the emergency—fire, medical, or police.

• Voice recognition works alongside network data to accurately trace caller location.

• High-priority calls are instantly transferred to dispatchers for immediate action.

• It monitors call data clusters to detect emerging threats like multi-incident zones or disaster patterns.

During its pilot phase, this AI emergency call system has processed over 11,400 calls, demonstrating rapid and reliable service handling.

Ensuring Ethical Use & Compliance

Seoul’s deployment is grounded in regulatory oversight:

• It follows Seoul’s AI Basic Ordinance—emphasizing transparency and human control.

• It aligns with the upcoming national AI Basic Act for public sector AI applications.

• Human dispatchers retain final decision-making authority, ensuring outcomes remain in experienced hands.

Why This Matters

By embedding AI into its 119 call system, Seoul showcases how modern digital infrastructure can elevate public safety. Automated voice triage ensures faster response times, particularly during peak hours or emergencies. By combining AI with human oversight, the city sets a standard for responsible AI in government.