How AI is Enhancing Critical Communications
It is no secret that staffing challenges are a growing concern for today’s E911 dispatch centers. Over 65% of centers are reporting vacancy rates exceeding 20% and 75% are experiencing staffing shortages. To help address these issues, many facilities are turning to new tools and technologies, such as artificial intelligence (AI). Although AI cannot replace trained dispatchers, it is already offering meaningful support by streamlining communication, reducing repetitive tasks, and helping prioritize critical calls. And just as AI is transforming emergency response, so is the gear that powers it.
AI Meets Emergency Dispatch: Five Ways it is Reshaping the Industry
Below are five AI tools that are making a difference in dispatch centers.
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Real-Time Language Translation
The largest share of the U.S. population (78.4%) speaks only English at home. However, over the last several decades, a growing share of U.S. households (2.16%) speak languages other than English. Due to the country’s large Hispanic population, Spanish is the most widely spoken non-English language in U.S. households with 42 million people speaking it. Third-party translators sometimes take several minutes to join a call after a request. This makes it nearly impossible to process urgent non-English 911 calls according to the National Fire Protection Association’s (NFPA) Standard for Emergency Services Communications. The standard requires 911 operators to answer calls within 15 seconds 90 percent of the time and states that urgent calls must be processed, as measured from the time the call is answered to when emergency resources are alerted, within 60 seconds or less 90 percent of the time. With the growing diverse population in the U.S., it is critical that E911 dispatchers are able to communicate with callers in real-time. AI software is making an impact by translating voice calls and text messages from dozens of languages into English in real-time, saving critical seconds in an emergency. -
Speech-to-Text Transcription
Regardless if a person is speaking English or another language, many dispatch centers are integrating real-time speech-to-text software to automatically provide transcriptions of 911 calls. Around 80% of approximately 240 million 911 calls are made using a wireless device every year in the United States. During emergencies or in rural areas, the calls made on mobile devices are not always clear, making it difficult for a dispatcher to comprehend the issue. However, with AI’s transcription capability, dispatchers can better understand the caller even if the audio is unclear or the person is having difficulty speaking. This enables the dispatcher to stay more focused on the caller, and not be concerned about taking detailed notes regarding the situation at hand. This same AI transcription can also provide valuable information for first responders, enhancing their efficiency too. -
Filtering Non-Emergency Calls
Recently, the city of Atlanta experienced 1.3 million calls to 911 in a single year. However, only 45,000 calls were deemed serious emergencies. This major city demonstrates how a significant percentage of calls that come into dispatch centers are non-emergencies. These non-emergency calls often relate to inquiries regarding jail information, probation, and police reports. AI can analyze calls using machine learning algorithms and route calls to the proper department. However, it also listens for words, such as domestic abuse or violence, emotional cues, and background noises, to quickly identify critical calls that do need priority attention. According to Brian Battles, St. Louis County Police Department supervisor, their AI assistant has reduced non-emergency workload by about 17%, handling up to 20,000 calls a year; therefore, supplying more time for critical emergencies. -
Mental Health and De-Escalation Support
It is estimated that more than one in five U.S. adults lives with mental illness. Approximately 20% of police calls for service involve a mental health or substance use crisis, and for many departments demand is growing. AI can help manage the growing volume of these calls. As mentioned above, AI analyzes a call for certain language or voice tone, which can detect signs of a mental health crisis. Many PSAPs now employ behavioral health professionals that callers are transferred to for support. Recognizing these signs early helps ensure safer outcomes for both callers and first responders. -
Training and Quality Assurance
AI is not just transforming how live emergency calls are handled, but it is also revolutionizing dispatcher training. Traditionally, training has relied on role-playing with real people, but now AI-powered simulations can replicate the urgency and stress of real-life callers by conveying emotions such as panic or anxiety. In addition, AI can supply an objective performance assessment based on the role-play. This tool can evaluate and provide targeted feedback for improvement regarding key metrics, such as typing speed, response time, and decision-making under pressure. Furthermore, AI can review recorded calls to ensure procedural compliance and highlight areas for further training. Finally, it offers ongoing dispatcher training too.
The Innovative Power of AI
AI is becoming prevalent in centers, as a tool to handle routine tasks, answer non-emergency calls, translate critical information, enhance training, and more. With AI, E911 dispatchers can be the “first” first responders in critical emergency situations. They can be that calm voice on the other end of the line while gathering crucial information and dispatching the right type of emergency responder. Dispatchers can focus more on the human side of their jobs. While AI may not fully resolve the staffing crisis, it is a critical step toward greater efficiency and making each dispatcher’s shift more manageable.
However, AI is only as effective as the information it receives, and in an emergency call that information begins with a headset. For nearly four decades, Secure Headset Group® (SHG) products have been trusted by the emergency communications community. Innovation, like with AI, is part of our DNA. As dispatch centers evolve with AI, SHG continues to advance its frontline communication tools, ensuring every voice is heard with clarity, security, and uncompromising reliability. SHG welcomes the opportunity to discuss what is next. Call us at 800-827-9715 or send us an email at contact@secureheadsets.com.