New Orleans Will Use AI To Answer 911 Calls Instead of a Human
"If you call 911 in New Orleans, you may hear the sound of an artificial intelligence (AI) agent answering your call instead of a human voice," reports the Shreveport Times:
The Orleans Parish Communication District (OPCD) is currently testing out the new tool designed to reduce the volume of calls human dispatchers must handle, which is over a thousand emergency calls a day.
New Orleans implemented AI in April to answer 311 calls for non-emergencies. The AI was trained and programmed to provide information to callers, as the OPCD says 50% of 311 calls are for information, according to GovTech. AI is now answering 911 emergency calls in Louisiana's largest city and one of the cities with the highest call rates in the U.S.
The OPCD is using Carbyne's AI Emergency Call Triage, with triage being the process of analyzing and prioritizing emergency calls. The AI system assesses incoming calls and can provide immediate feedback to callers. This is intended to handle the increase of calls that are related to one incident, so callers get automatically routed to an AI agent who asks if they are calling regarding the incident. If the answer is yes, then callers can receive information or updates, and if it's no, then the callers are transferred to a human. This combats multitudes of calls piling up and taking longer time to potentially answer an emergency call. The OPCD said the AI will not be used to handle emergency calls, only to direct such calls to a human dispatcher.
The Orleans Parish Communication District (OPCD) is currently testing out the new tool designed to reduce the volume of calls human dispatchers must handle, which is over a thousand emergency calls a day.
New Orleans implemented AI in April to answer 311 calls for non-emergencies. The AI was trained and programmed to provide information to callers, as the OPCD says 50% of 311 calls are for information, according to GovTech. AI is now answering 911 emergency calls in Louisiana's largest city and one of the cities with the highest call rates in the U.S.
The OPCD is using Carbyne's AI Emergency Call Triage, with triage being the process of analyzing and prioritizing emergency calls. The AI system assesses incoming calls and can provide immediate feedback to callers. This is intended to handle the increase of calls that are related to one incident, so callers get automatically routed to an AI agent who asks if they are calling regarding the incident. If the answer is yes, then callers can receive information or updates, and if it's no, then the callers are transferred to a human. This combats multitudes of calls piling up and taking longer time to potentially answer an emergency call. The OPCD said the AI will not be used to handle emergency calls, only to direct such calls to a human dispatcher.
Read more of this story at Slashdot.
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