Concerns linger among experts about the possibility that these systems may overprescribe police response or make mistakes due to biases.
A dispatcher with Anne Arundel County Fire Department answers a 911 emergency call from their department dispatch center on April 14, 2020, in Glen Burnie, Maryland. In the middle of a storm, 911 call centers often find themselves inundated with reports of fallen trees, flooded roads and panicked residents. Every call matters, but with multiple reports of the same incident pouring in, the pressure on emergency services can become overwhelming.
So far, fewer than a dozen localities in seven states across the country are using or testing artificial intelligence in their 911 centers. But, as in other industries, leaders are wondering how AI can transform workplaces. For now, there’s little regulation on how artificial intelligence can help. Only a few states have set AI regulatory frameworks. And the
Among the driving forces is the dual role that call center personnel play. In most public safety centers, the same people answer both emergency and non-emergency calls. With a shrinking workforce, some governments see AI as a solution to alleviate part of the workload. “Those are calls that our 911 public safety telecommunicators don’t want to take. They are not emergencies. So we’re showing them that we’re making their jobs more efficient and giving them the opportunity to do more on those emergency calls,” Lake said.
While there are concerns about AI displacing dispatchers’ jobs, many leaders of 911 call centers emphasize that their goal is to make existing roles more manageable. “All AI models are only as good as their developers,” Daniela Gilbert, the director of the Vera Institute of Justice’s Redefining Public Safety initiative, wrote in an email. The potential is there, she wrote, for AI to replicate human biases on a large scale.
“To have an AI system answer a 911 call — that’s so fraught with liability I don’t even want to think about it,” she said. “Timing is critical.”
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