About the project
Objective
The project aims to establish the technical, organizational, and legal foundations for an AI-based feedback system that supports operators at Stockholm City’s Elderly Safety Call Center. The system will function as a co-pilot, offering insights, alerts, and structured performance feedback to strengthen decision-making and professional development. Central objectives include analyzing operators’ decision-making processes and operational challenges in high-stakes, time-critical situations.
Another key objective is to identify the legal, ethical, and technical boundaries for data exchange across municipal and regional healthcare infrastructures. These insights will guide the design and prototyping of the LLM-based feedback system that enables post-call analysis and continuous learning. Further on, the project outcomes will inform the future development of a real-time feedback system.
Background
Elderly safety call centers play a critical role in Sweden’s elderly care system. Operators handle acute welfare and emergency-related calls, coordinate between medical and elderly home care actors, and make rapid decisions regarding additional services or short-term interventions. As the service operates during evenings, nights, and weekends, when regular elderly care services have limited staffing, operators manage cases under greater uncertainty and time pressure. The work is carried out under significant pressure, guided by a multitude of rules, guidelines, and policies, yet operators receive little structured feedback on the quality or outcomes of their decisions.
At the same time, demographic developments increase the need for efficient decision-making. A rising need of elderly care is projected to grow substantially and will lead to increased staffing requirements in elderly care. Managing this development without compromising quality will require new forms of digital support, particularly for staff working in high-stakes and time-critical environments such as night and weekend operations.
Current CRM systems in elderly care call centers provide access to information but offer limited decision support, structured learning, or follow-up of outcomes. Facing a stressful decision-making processes with little support affects both staff well-being and the quality of services provided to older adults. Strengthening decision support has the potential to reduce errors, improve consistency, and enhance both staff and patient well-being, while also generating significant savings in public resources.
Against this backdrop, AI-powered feedback systems offer a promising avenue. Recent advances in large language models (LLMs) and data-driven communication analysis open new possibilities for post-call learning, performance feedback, and more systematic follow-up of decision outcomes. This project aims to address these challenges by developing an AI-based feedback system that supports operators in elderly safety call centers. By enabling structured post-call analysis, reflective learning, and improved decision-making, the project seeks to enhance operator support, strengthen the resilience of elderly care services, and contribute to a sustainable response to the demographic challenges ahead.
Cross-disciplinary collaboration
The project team combines expertise in health care logistics, sociological analysis, service- and systemic design, complex system modeling, AI and knowledge graph methods. This mix of competencies supports observational studies, joint exploration and co-creation in the call center and the development and training of LLM models. The work is carried out in close cooperation between KTH, the City of Stockholm, Region Stockholm, and Stockholm University.
PI: Sebastiaan Meijer, KTH, Department of Biomedical Engineering and Health Systems
Co-PI: Magnus Eneberg, KTH, Department of Engineering Design
