Abstract: Intelligent passenger service in rail transit requires the establishment of an intelligent emergency call system. In response to the current situation of call methods, this article first analyzes the functional requirements and system requirements of the intelligent emergency call system from the perspective of passengers. Combining the system with the application of new technologies such as artificial intelligence, a call method based on both online and offline is proposed, establishing a three-level system of intelligent calls, manual calls, and on-site calls. In addition, the use of a five-layer architecture is proposed to establish a platform for intelligent calls for assistance, which is divided into device access layer, data input layer, service logic layer, algorithm processing layer, and terminal response layer. This paper designs the response logic and service processes under this system, and uses intelligent distribution algorithms to ensure the nearby triggering and timely response to calls for assistance. Finally, from an engineering perspective, the settings of the call-for-assistance terminal equipment and the required inter-system linkage are proposed. The research in this article will provide reference for the development of intelligent emergency call systems in the future.

Key words: rail transit, smart passenger service, intelligent emergency call system

摘要： 轨道交通智慧乘客服务需要智能召援系统的建设，针对召援方式的现状问题，首先从乘客角度分析智慧召援系统的功能需求、系统需求，并结合人工智能等新技术的应用，提出基于“线上+线下”的召援方式，建立智能召援、人工召援和现场召援的三级体系；提出采用五层架构建设智能召援平台，分为设备接入层、数据输入层、业务逻辑层、算法处理层和终端响应层，设计该体系下的响应逻辑和业务流程，智能分发算法保证召援的就近触发、及时响应；最后从工程角度提出召援终端设备的设置和所需的系统间联动，该研究为后续智能召援系统的建设提供参考。

关键词: 智能召援系统, 智慧乘客服务, 轨道交通