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911 centers are so understaffed, they’re turning to AI to answer calls (techcrunch.com)

submitted 1 day ago by Sunshine@piefed.ca to c/technology@piefed.social

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[–] don@lemmy.ca 1 points 1 day ago* (last edited 1 day ago) (1 children)

Looks like almost no one RTFA:

When he started to research how municipal non-emergency response call centers work, he discovered that they are often handled by the same people who are answering actual 911 emergencies.

Aurelian pivoted to building an AI voice assistant that helps 911 call centers offload non-emergency call volume. The company announced on Wednesday that it raised a $14 million Series A led by NEA.

The company’s AI voice agent is designed to triage non-urgent issues like noise complaints, parking violations, and even stolen wallet reports — situations that don’t need an officer’s immediate response or can be handled without dispatching personnel to the scene.

Aurelian’s AI is trained to recognize a real emergency and immediately transfer those calls to a human dispatcher, Keenan said. In other situations, the system collects key information and either creates a report for or relays the details directly to the police department for follow-up action.

According to the article, this LLM is not being used to field emergency calls. Well, not yet, anyway.

[–] mracton@piefed.social 3 points 1 day ago

The AI is determining whether calls are emergencies or not. I’d hate to be a caller who has the AI get it wrong and gets a report written.