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| Dispatcher Image created by Copilot |
Amidst stormy conditions, 911 call centers frequently face a deluge of reports involving fallen trees, flooded roads, and distressed residents. Each call is crucial, yet the inundation of duplicate reports strains emergency services, creating a challenging environment.
In the midst of this chaos, artificial intelligence (AI) has emerged as a valuable ally. In the United States, AI is quietly revolutionizing the handling of non-emergency calls in dispatch centers during crises. AI-driven systems effectively triage and coordinate the influx of reports, promptly notifying relevant agencies.
Currently, AI systems manage non-emergency calls, typically originating from non-911 phone numbers but answered in the same centers. This allows human dispatchers to concentrate on emergencies.
The incorporation of AI into 911 centers responds to a severe staffing crisis and the imperative to address the mental health challenges faced by emergency responders. Although AI offers potential advantages, such as managing call surges and alleviating dispatcher workloads, experts express concerns about potential biases leading to overprescription of police responses or errors.
Presently, fewer than a dozen localities across seven states are either using or testing AI in their 911 centers. However, leaders in various industries are contemplating how AI can revolutionize workplaces.
Ty Wooten, the director of government affairs for the International Academies of Emergency Dispatch, views the use of AI for non-emergency calls as a positive development. He sees the significant benefit of diverting these calls from the 911 center queue, enabling call takers to focus on critical emergencies.
Emergency call centers are grappling with a staffing shortage, with one in four jobs vacant between 2019 and 2022, leading to concerns about unanswered calls and lengthy queues. Wooten highlights the resulting burnout and high turnover, creating a challenging cycle.
There is currently minimal regulation on how AI can assist, with only a few states establishing AI regulatory frameworks. Public safety agencies approach new technologies cautiously, including AI, due to concerns about potential disruptions.
Despite reservations, some municipalities in Colorado, Maryland, Missouri, Oregon, South Carolina, Texas, and Virginia have begun testing or implementing AI systems for non-emergency calls. Companies like Amazon Web Services and Carbyne offer AI products for 911 centers.
In South Carolina, for instance, Amazon Connect handles non-emergency calls, redirecting callers to appropriate resources, allowing human dispatchers to prioritize emergency call-taking. This system, costing about $2,800 per month, has reduced administrative calls by 36%, demonstrating increased efficiency.
While concerns exist about AI displacing dispatcher jobs, leaders emphasize that the goal is to enhance existing roles rather than eliminate them. Some call centers have reported positive outcomes, such as increased efficiency and stress relief for call takers.
However, concerns about bias in AI systems persist, as these systems may replicate human biases on a large scale. If developers embed biases favoring police responses, AI systems may inaccurately prescribe police involvement when alternative resources are more appropriate.
Source: AI bots are helping 911 dispatchers with their workload - Stateline
