New Orleans Using AI to Help Handle 911 Calls

NEW ORLEANS, La. - The Artificial Intelligence genie is fully out, and there's no getting it back into its bottle. Everyday more and more things are being run by AI. When you call your bank, or a national customer service number, these days we all expect it to be automated with AI answering the call, but what about calling 911?

When you call 911 in New Orleans, you probably expect a human to answer the call. But Officials with the Orleans Parish Communications District say in some situations, the voice on the other end may actually be artificial intelligence.

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Why New Orleans Started Using AI For 911 Calls

Emergency call centers across the country have been struggling with staffing shortages and sudden spikes in call volume.

In New Orleans, officials say one of the biggest issues comes from traffic accidents. A single crash can generate dozens of calls from drivers, witnesses, and nearby residents, sometimes tying up multiple 911 operators with information dispatchers already have.

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This is where the AI system comes in.

The AI technology helps identify certain accident-related calls and quickly determine whether the caller is reporting a crash that has already been reported.

From fox8live.com -

The AI generated voice asks caller if they’re calling in regard to accidents in certain locations. Depending on the caller’s need for assistance or their involvement, the computer assisted dispatch (CAD) calls were brief, and that’s the point.

Karl Fasold said the AI triage system frees up the human call takers to handle more urgent situations.

How The New Orleans 911 AI System Works

The artificial intelligence system does not answer every 911 call.

According to Orleans Parish Communications District officials, the AI is designed to help with specific situations mostly involving vehicle crashes. If someone calls from near the location of an already known crash, the system can ask whether they are calling about that incident.

If the caller is simply reporting the crash and does not need additional help, the AI system can handle that interaction, essentially freeing up up a human dispatcher for other more emergent calls.

If the caller needs assistance or is dealing with another emergency, the call is routed to a person.

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Photo by Brandon Bell/Getty Images

The Technology Helps During Busy Times

One of the biggest benefits New Orleans officials point to is reducing wait times during periods when call centers become overwhelmed.

For example, a major crash during morning or afternoon rush hour can create a huge amount of calls. While those calls are helpful, too many duplicate calls slow down responses to other emergencies.

The AI system helps remove some of those repetitive calls so dispatchers can focus on situations where a human conversation is more important.

Is AI Replacing 911 Operators?

Officials say the answer is no.

Karl Fasold, executive director of the Orleans Parish Communications District tells fox8live.com the purpose of the AI program is to support emergency workers, not eliminate them.

While some people are excited about the potential benefits, others worry about privacy and how much technology should be involved in emergency response.

For now, New Orleans officials say the AI system is simply another tool designed to help 911 operators do their jobs more effectively.