The integration of AI technology into 911 centers ispartly a response to an acute staffing crisis and the pressing need toaddress the mental health challenges that emergency responders face.
Updated: 17 minutes agoA 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.
The integration of AI technology into 911 centers is partly a response to an acute staffing crisis and the pressing need to address the mental health challenges that emergency responders face. While AI-powered systems in 911 centers offer potential benefits, such as managing call surges and reducing dispatcher workloads, concerns linger among experts about the possibility that these systems may overprescribe police response or make mistakes due to biases.
For now, there’s little regulation on how artificial intelligence can help. Only a few states have set AI regulatory frameworks. And thePublic safety agencies often approach new technologies, including artificial intelligence, with caution because of concerns about service disruptions, said Brandon Abley, the director of technology for the National Emergency Number Association, a nonprofit professional group.
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. “If these systems are to take calls, rather than assisting call takers, it would remove a human empathy that is so often essential in crisis situations,” Gilbert wrote. “Imagine being in a time of stress and great need and having to negotiate with a bot.”
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