this post was submitted on 14 Jun 2025
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Salt Lake City, plans to implement AI-assisted 911 call triaging to handle ~30% of about 450K non-emergency calls per year (www.sltrib.com)
submitted 2 weeks ago by [email protected] to c/[email protected]
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[–] [email protected] 1 points 2 weeks ago (1 children)

Exactly how hell is the system going determine non and emergency calls. Didn't know when you call 911 you have to make choices. So is it like calling customer service?

I thought point 911 was I got a human immediately on the phone that can help me.

[–] [email protected] 0 points 2 weeks ago (1 children)

Read the article.

Kehoe countered that the AI system would interact only with nonemergency callers and that emergency calls to 911 would be routed only to human dispatchers. In fact, she added, “on nonemergency calls, it might detect those elevated stress levels [for callers] and it will automatically default going to a human being as well.”

“There are a lot of safeguards,” Kehoe added, “to ensure that even with the tiniest bit of doubt, we don’t have someone just sitting on the phone and not getting help.”

The AI system will only reroute calls that it can determine are not emergency calls. The default will be to let the calls through to the human staff. It's not going to be some sort of primitive "press 1 if you are currently on fire" menu system.

[–] [email protected] 0 points 1 week ago (1 children)

Very few people call the police non-emergency line because few people even know it and everyone knows 911

[–] [email protected] 0 points 1 week ago (1 children)

Seems like a good idea to have a mechanism to divert the non-emergency calls off of the 911 dispatchers, then.

[–] [email protected] -1 points 1 week ago (1 children)

How do you do that without screening calls through the AI. Now anyone calm will spend an extra minute begging a computer for help whist screaming people will spend an extra 20 seconds before being bumped up .

[–] [email protected] -1 points 1 week ago

How do you do that without screening calls through the AI.

You don't, which is why they're planning to try using AI to do it.

I honestly don't understand why you're asking. It's like there's an article about how a transportation company is investigating the use of teleporters to improve their delivery time and someone's responding with "but how will they do that without teleportation?"