Artificial intelligence will soon listen to, record and review thousands of calls — emergency and non-emergency — made to police and fire department dispatchers in Long Beach.
City officials confirmed Friday they are in the early stages of rolling out a new program called CommsCoach AI, made by GovWorx. Once fully implemented, it will review calls for the sole purpose of quality assurance, officials say, flagging interactions where it believes dispatchers don’t respond properly.
It will monitor each of the 600,000 calls made to the city’s dispatch center a year, instantly generating audio files, transcriptions and an overall score for each. It replaces the task of supervisors manually reviewing calls. In past years, they’ve aimed to spot-check about 12,000, but the short-staffed group has been falling short of that goal…