Earlier this summer, our dispatch center introduced a new AI system to handle non-emergency calls more efficiently. When you call the non-emergency line, you’ll first hear a reminder: if this is an emergency, please hang up and dial 911. Otherwise, the AI assistant will ask several questions to gather details. In many cases, it can provide an immediate answer without dispatcher involvement. Many calls are routine, such as "when is Trick or Treat?" or "what is the towing company's phone number so I can pick up my car?".

If any of several keywords are mentioned during the questioning, it will automatically transfer the caller to a live dispatcher. If it is not deemed an immediate emergency and cannot be answered by AI assistant, AI will inform the caller that a dispatcher has received their information and will return their call shortly. The call appears as a typed message on the dispatcher's screen in real time so that they can quickly respond to the AI message via a callback within a few minutes. This frees dispatchers up to always be able to prioritize 911 calls. 

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-Mayor Don Walters