Navigate How Artificial Intelligence (AI) is Being Integrated into 911 Operations
- Zack Arnold
- Aug 1
- 4 min read
The use cases for artificial intelligence (AI) technologies are expanding to many different facets of government operations. We are seeing public services and processes transformed by advanced and innovative tools that have proven to significantly improve efficiency and productivity across the board.
In this article we will be taking a closer look at how AI is being integrated into 911 operations. With approximately over 657,000 calls to 911 each day, states and counties are looking to take some of the burden off of 911 dispatchers who have to handle both emergency and non-emergency calls. Implementing AI has the potential to give these operators much more valuable time to focus on critical situations and get those in an emergency the assistance they require.
Will AI Take Over 911 Dispatch?
With the rise of AI, there comes skepticism and concern over whether AI will start taking over operations completely. For 911 operations, that is not the case, as emergency and non-emergency calls require human judgement, empathy, and decision making skills that AI simply cannot replicate. Instead, AI can augment the capabilities of 911 dispatchers and enhance efficiency in many different situations.
How AI is Being Used for Non-Emergency Calls
Virginia Beach, Virginia is among several locations exploring the use of AI in handling non-emergency calls in order to allow 911 dispatchers the time and focus they need to put towards critical emergency situations. The city is utilizing Amazon Connect after the rise in call volumes that a smaller workforce was having difficulty managing. The non-emergency number now goes through this AI tool in order to determine the proper response, such as transferring the call into a queue, providing additional information, sending text messages, or sending the call to a more relevant city department. AI has been able to handle about 45% of incoming non-emergency calls, freeing up hours of dispatcher time to focus on real emergencies. The AI manages these calls by either fully resolving them or transferring them to the correct city department.
The state of Utah is turning its focus to the same concept of allowing AI to handle non-emergency calls using the Virtual Response Assistant from Motorola Solutions. This tool provides voice or text responses in the caller’s native language as well as transfers to specific departments that would be able to handle the non-emergency situation. With these calls typically taking up to 65% of a 911 dispatcher’s time, AI becomes a powerful innovation to free up focus efforts for emergencies.
Using AI for 911 Quality Assurance
Crawford County, Pennsylvania is integrating AI into quality assurance operations for 911 calls and radio traffic using CommsCoach Quality Assurance. Typically, quality assurance is a task that is tedious and time-consuming, but one that is necessary, which is why more innovative solutions are being introduced. With the help of AI, most of the work will not have to be done by employees who can then move their focus elsewhere. In addition, the AI system will be able to provide more detailed data than humans are capable of gathering in a short time. This allows for greater precision in determining any areas that require improvement.
Additional Ways that AI Improves 911 Operations
Below are listed some of the additional ways that AI can improve 911 operations from the National Telecommunications and Information Administration. AI is a powerful and innovative tool capable of transforming crucial functions for the betterment of dispatchers and those that reach out to them for assistance.
Automated Callback Systems: AI can automate callback systems for accidental calls or hang-ups by instantaneously recording caller details in order to call them back if they disconnect before a dispatcher responds. There are options available to determine if the call was truly made in error or if the caller actually needs help, which can simplify the response process.
Geofencing Hotspots: When an emergency occurs such as a structural collapse, 911 dispatchers receive a larger amount of calls. With AI, call centers can enable geofencing to pinpoint the area where a high amount of calls are coming from and redirect them to a recorded message that outlines critical safety instructions and evacuation procedures for those affected.
Translation & Transcription: AI systems have the ability to translate and transcribe emergency calls into several languages, identifying keywords and enhancing communication. This is also beneficial for callers with unique speech patterns that can be difficult to understand. Using these advanced tools, dispatchers can effectively assist callers in emergency situations.
Artificial intelligence systems allow for greater innovation and improved services across industries and processes. 911 operations are among those that are reaping the benefits of these advanced tools, allowing for less burden on dispatchers who can utilize their time to focus on emergencies and provide the necessary assistance to those in need.
Sedna Consulting Group specializes in AI solutions that increase productivity and efficiency for agencies in the public sector and beyond. Our team of experts evaluates client needs and develops systems that are tailored to them. Contact us to learn more, or visit our AI page to get started.
“The power of the computer is not to replace people, but to empower them.”
– Tom Peters, Writer & Business Professional
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