Introduction
On August 27, Jeffcom 911, the communications center for Colorado’s Jefferson County, announced the adoption of a new platform that utilizes artificial intelligence (AI) to enhance emergency response capabilities. This innovative approach is expected to reduce call times and alleviate the workload of county staff.
The Need for Change
Local governments have long sought ways to address staffing shortages in call centers. According to Michael Brewer, deputy director of Jeffcom 911, the county aimed to transition from outdated technology to a cloud-based system that leverages AI for next-generation 911 (NG911) services.
Implementation of AI Technology
Carbyne, the technology partner, announced the deployment of this system, which is currently underway and expected to take about two months. This transformation will enhance emergency communication centers’ capabilities, allowing for quicker response times and reducing the number of personnel needed to operate the center.
Addressing High Call Volumes
Jeffcom 911 handles an average of 2,000 calls daily, with 20 to 25 percent being emergencies. Brewer stated, “We were never going to be able to hire and train our way out of that problem.” The new AI platform aims to leverage existing technologies to meet and exceed basic operational standards.
Language Translation and Accessibility
A significant feature of the new technology is its AI-driven language translation capability, which is crucial for serving Colorado’s diverse immigrant population. This advancement reduces reliance on external language centers and improves response times.
Managing Call Surges
In the coming weeks, Jeffcom 911 plans to implement the Carbyne Call Triage solution, which uses AI to manage call surges effectively. For instance, during a wildfire, the system can identify the nature of incoming calls, ensuring that resources are allocated efficiently without compromising responses to other emergencies.
Time Savings and Efficiency
Deb Szajngarten, Carbyne’s vice president of marketing, highlighted a 15 to 20 minute time savings per incident observed in New Orleans after implementing similar technology. This efficiency is particularly beneficial during events like car accidents that generate multiple redundant calls.
Enhanced Communication Options
The Triage system also introduces text messaging capabilities, improving accessibility for constituents who are deaf or hard of hearing. This aligns with Colorado’s commitment to meeting accessibility standards.
Improved Location Accuracy
The platform’s ability to accurately locate callers—within one meter—significantly enhances response times, especially since 88% of 911 calls come from mobile phones.
One-Way Video Calling
Additionally, the system allows for one-way video calls, which can help address non-emergency concerns, such as smoke from controlled burns.
Culture of Change
Brewer noted that the implementation of this system represents a significant shift for Jeffcom 911, but the organization, being relatively young, has embraced change as part of its culture. “Change is in our DNA,” he remarked.
Collaboration with AT&T
In early August, Carbyne announced a partnership with AT&T to upgrade 911 infrastructure across the U.S. This collaboration aims to provide emergency call centers with access to advanced NG911 technology, thereby improving emergency response capabilities.
Conclusion
As AI continues to evolve, its integration into emergency response systems like Jeffcom 911 represents a significant step forward in enhancing public safety and operational efficiency.
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