How 911 Call Centers Can Use AI-Phone Agents

Today, we wanted to talk about how AI Phone Agents for 911 Call Centers can be used. Public safety answering points (PSAPs) across the nation are facing ever-increasing call volumes and staffing challenges. A significant portion of incoming 911 calls are non-emergency, administrative incidents that still require dispatcher handling and proper triaging. This high workload of non-emergency calls can lead to burnout, errors, and delayed response times for true emergency situations.

Many PSAPs are exploring using artificial intelligence phone agents like Dispatch AI to handle the non-emergency administrative calls as a force multiplier. Dispatch AI is an AI-powered phone agent solution that can receive these non-emergency calls, collect key details using natural language processing, and then properly categorize and route them within the computer-aided dispatch system. This alleviates the routine handling of non-emergency calls from human telecommunicators so they can focus on prioritizing and dispatching for emergent, high-priority incidents.

AI phone agents such as Dispatch AI provide several key benefits for managing non-emergency administrative calls:

Cost Savings & Efficiency AI phone agents require no salary, benefits or overtime pay. They can quickly process high volumes of calls 24/7 with no delay. This allows PSAPs to better utilize existing staff for critical roles.

Improved Service & Safety By offloading non-emergency calls to AI phone agents, human dispatchers experience reduced wait times, overload, and distractions that can impact call handling efficacy for true emergencies.

Easy Integration & Scalability AI phone systems can be rapidly configured and integrated into existing computer-aided dispatch workflows. Their virtual nature also allows infinite scalability to match fluctuating call volumes.

As with any technology involving public services, AI phone triage systems must undergo rigorous testing, monitoring and oversight to ensure safe and reliable operation. However, with proper governance and the right safeguards, AI phone agents can be a powerful tool to manage demands and optimize emergency response at PSAPs.

For more information about Dispatch AI and how it can optimize your PSAP's emergency response capabilities, visit https://www.launchware.net/dispatch-ai.