Phoenix has implemented artificial intelligence (AI) to streamline its 911 system, allowing human dispatchers to focus on life-threatening emergencies while AI handles routine non-emergency calls.
The new system, which began in August, greets non-emergency callers with an automated message: “Hello, you have reached the Phoenix Police Department non-emergency number. Do you want to continue in English?” The AI then guides callers through yes-or-no prompts to determine whether they need a human dispatcher.
“It’s not supposed to be a replacement for dispatchers or operators, it’s to help them and help the public to get through faster,” said Allie Edwards, a Phoenix Police Administrator of the communications bureau…