Peel Regional Police (PRP) introduced an AI tool to improve non-emergency call handling and support 911 operators. The PRP says that the technology will improve call navigation for callers and allow human operators to focus on emergencies and high-priority calls.
The AI tool is already active on the non-emergency line, which gets about 300,000 calls each year. After you answer a “brief” question and answer process, the AI voice assistant will identify the caller’s need and then provide them information, direct them to online reporting or community resources or transfer them to a human operator. Someone can still ask for a human operator at any time.
Of course, 911 calls will still be answered by trained human operators. If the AI detects an emergency, doesn’t understand the caller or can’t help them, it’ll transfer the call to a live operator.
The PRP says “by helping manage routine inquiries, the technology improves access to information and services while preserving operator capacity for emergencies.”
Additionally, the Peel Police reminds residents of Peel that 911 is intended for emergencies only and that 905-453-3311 is for non-emergencies.
Source: Peel Police
Image Credit: Peel Police
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