High Accuracy of Call Triage Decision by Bayesian Network

SUMMARY A new call triage system, a key part of an emergency support system with a stochastic network model, is examined. Call triage is an operation that allows efficient choice of service grade and dispatching of a suitable rescue team service based on information obtained from a phone call. Call triage is now being tested in a few cities and is showing some benefit. However, there is the issue that if under‐triage, in which the condition of the patient is underestimated, is eliminated, then the efficiency is degraded in the form of over‐triage. In this report, in order to overcome the issue, a Bayesian network scheme is evaluated for a call triage system. The results of experiments with a real call triage data set show that the Bayesian network improves accuracy. © 2013 Wiley Periodicals, Inc. Electron Comm Jpn, 97(1): 62–69, 2014; Published online in Wiley Online Library (wileyonlinelibrary.com). DOI 10.1002/ecj.11439