Paper Number
ECIS2026-1921
Paper Type
CRP
Abstract
Timely and accurate decision-making in Emergency Medical Service (EMS) call centers is critical for patient survival. To improve communication quality, many centers have begun adopting video-assisted systems. While these technologies enable real-time visual feedback and improved caller guidance, they also introduce additional cognitive demands on dispatchers. Drawing on Cognitive Load Theory (CLT), this study investigates how the introduction of a video-assisted system affects dispatchers’ work efficiency. Applying a Regression Discontinuity in Time (RDiT) design, the results indicate that the video-assisted system significantly increases average call duration, indicating a decrease in work efficiency. Moreover, dispatcher experience amplifies this effect, suggesting that established cognitive schemas optimized for audio-based communication may be disrupted by the new dual-channel system. In contrast, decision fatigue mitigates this effect, indicating that under cognitive strain, dispatchers adapt their behavior by simplifying decision processes to maintain efficiency.
Recommended Citation
SUN, Huijun; Li, Yiji; Cai, Zhao; Zhou, Haibo; Tan, Chee-Wee; and Huang, Shiliang, "Eyes On The Scene, Mind On The Line: Unraveling The Impact Of Video-Assisted System On Dispatchers’ Efficiency In Emergency Medical Service Call Center" (2026). ECIS 2026 Proceedings. 10.
https://aisel.aisnet.org/ecis2026/hit/hit/10
Eyes On The Scene, Mind On The Line: Unraveling The Impact Of Video-Assisted System On Dispatchers’ Efficiency In Emergency Medical Service Call Center
Timely and accurate decision-making in Emergency Medical Service (EMS) call centers is critical for patient survival. To improve communication quality, many centers have begun adopting video-assisted systems. While these technologies enable real-time visual feedback and improved caller guidance, they also introduce additional cognitive demands on dispatchers. Drawing on Cognitive Load Theory (CLT), this study investigates how the introduction of a video-assisted system affects dispatchers’ work efficiency. Applying a Regression Discontinuity in Time (RDiT) design, the results indicate that the video-assisted system significantly increases average call duration, indicating a decrease in work efficiency. Moreover, dispatcher experience amplifies this effect, suggesting that established cognitive schemas optimized for audio-based communication may be disrupted by the new dual-channel system. In contrast, decision fatigue mitigates this effect, indicating that under cognitive strain, dispatchers adapt their behavior by simplifying decision processes to maintain efficiency.