The Grand Ducal Fire and Rescue Corps (CGDIS) has introduced new software designed to support emergency personnel in their work. The tool, called Emergency Eye, has been in use since September 2025 and enables video calls with CGDIS members via a secure link.
The software was presented during a press conference marking European 112 Day, alongside broader efforts to modernise emergency call handling through artificial intelligence and community alert systems.
On average, the CGDIS emergency response centre receives around 706 calls per day. However, not all are genuine emergencies. Many callers dial 112 to request general information or because they have mistakenly used the number instead of the police emergency line 113.
Minister for Home Affairs Léon Gloden stressed that misuse of the emergency line has real consequences. “People have to realise that if they dial 112 and they are not in an emergency, they are blocking a line for someone who actually needs help,” he said.
Of the 706 daily calls, an average of 206 result in an intervention. From first contact to the despatch of rescue personnel, the process takes an average of 2.5 minutes, according to Jerôme Gloden of the Coordination Directorate.
A despatcher gathers initial information, while an operational regulator monitors the intervention as it unfolds. In the event of a major accident, for instance, the regulator can verify the exact location an ambulance must reach. A medical officer is also on standby to provide remote counselling if needed.
Since September 2025, the CGDIS has been using Emergency Eye, a video call function that allows emergency personnel to assist remotely. The tool is currently used two to three times per day.
A link is sent to the person seeking help, granting access to a chat function. If the individual writes in a foreign language, artificial intelligence translates their messages into one of Luxembourg’s three official languages – Luxembourgish, German, or French. The AI can also filter background noise and assist with location tracking.
According to Jan Niebelschütz, head of the Operational Conduct department, the CGDIS is experimenting with AI translation to assess how the technology could be integrated more broadly into the operational centre.
Another ongoing project, Staying Alive, was launched last October to support emergency responses through community engagement. More than 3,000 people have signed up to date.
Registered users receive a notification if someone in their vicinity is experiencing a cardiac arrest. They can then begin resuscitation immediately, with remote assistance from CGDIS members throughout the process.
In 2025, 224 alerts were sent via the Staying Alive system. Since the start of this year, 47 alerts have already been issued. Around 1,500 defibrillators are available across Luxembourg, enabling members of the public to perform first aid.
In 2025, the emergency call centre recorded 258,000 calls. More than two-thirds – 70.6% – did not lead to an intervention on site. In 3,400 cases, calls were triggered automatically following car accidents, including simple rear-end collisions that left no one injured.
