Guilford dispatch center set to implement artificial intelligence

Guilford County’s dispatch center is working to use AI on non-emergency calls. It would take at the very least a yr and a half to implement.

GREENSBORO, N.C. — You may affiliate artificial intelligence with automated textual content messages, or scammers that use the expertise to make public figures look unhealthy.

Fairly quickly, Guilford County residents will see the great AI can do.

Guilford Metro 911 plans to use AI for non-emergency calls. WFMY Information 2’s Nixon Norman discovered the way it will work.

Guilford County dispatchers are determined for upgraded expertise. The hope is that AI will take a number of the workload off dispatchers as properly.

Hexagon will likely be supplying the artificial intelligence. Vice President of the corporate, Tammy Heaton, stated the software program will solely be used for non-emergency calls. 

“The imaginative and prescient will not be ever for AI to reply the telephone on an emergency name,” Heaton stated. 

It is one thing Guilford Metro 911’s Govt Director, Melanie Jones, additionally made clear.

“911 calls won’t ever be answered by AI, we are going to at all times have people answering 911 calls,” Jones stated.

What it will likely be used for, is when Guilford County residents name into non-emergency numbers that dispatchers would usually reply.

It will likely be at the very least a yr and half earlier than these applied sciences are utilized in Guilford County.

Each lady stated that the usage of AI expertise will assist take a big workload off dispatchers. 

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Jones stated she visited a dispatch center in Colorado already utilizing related expertise. 

“Their non-emergency traces at the moment are being answered at someplace between 35-45% by AI, and I imply, to take that sort of workload off of our 911 dispatchers can be unbelievable,” Jones stated.

She stated if somebody calls the non-emergency line to report a stolen bike, for instance, AI can level that individual in the best course on how and the place to report it. 

“AI is aware of what to hear for, and it’ll say ‘okay would you want to report that’ after which it’ll refer them to a portal to report it,” Jones stated. 

Chances are you’ll be questioning, why the swap now? Jones stated they’re at present working with tech from the 1990’s that wants to be up to date. 

“It is too cumbersome. There’s a variety of mouse clicks, a variety of typing that has to be executed and the brand new system is not going to have all of these duties on our communicators,” Jones stated.

A priority many could have concerning the new expertise — is AI able to taking a dispatchers job? Heaton stated that is not the case right here. 

“Hexagon’s AI that’s embedded into our expertise is not going to exchange a human dispatcher,” Heaton stated.

Jones stated that in each demo she’s seen of this type of expertise, there’s at all times an choice to speak to a real-life dispatcher if want be.

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