Web-Based Intelligent Call Center for an Intensive Care Unit

Abstract

This paper presents an intelligent call center, one that is a subsystem of a web-based monitoring system of an intensive care unit. Based on Computer Telephony Integration (CTI) technology, the call center attempts to efficiently and automatically send messages to patients’ families, doctors, and other staff of the hospital via communication media suitable to the occasion. The problem of determining the appropriate media is complicated by the urgency of the message, calling time, and communication media available to the target person. The Dempster-Shafer theory is employed to determine the most suitable communication media in terms of rapid and safe transmission of the message. In addition, the calling process is performed through agent technology without requiring the intervention of the user of the call center. The call center enables message transfer through various communication media in an integrated environment, and relieves the ICU staff from the time-consuming and tedious calling task, which in turn will enable the ICU staff to concentrate better on their primary function, caring for patients.