Tennessee 911 dispatch using AI to combat staffing shortage

JEFFERSON COUNTY, Tenn. (WATE) — We have covered the good and the bad of artificial intelligence, but how about a dispatch center now using it to help with staffing issues.

The Jefferson County 911 is using a system called Rapid SOS. The system uses AI for low-priority calls like alarms.

“We’re able to take alarm calls where a call processor would have to go through and interrogate the caller and put it in a digital format where they call a number and AI is processing that alarm call for and providing that information,” said Jefferson County 911 Executive Director Justin Crowther.

Rapid SOS is displayed on the computer screen of each dispatcher. The AI breaks down the type of call, the address, and a map.

Crowther believes this system also helps with response times.

“If anything, it’s going to be a faster response because, again, we’re not going to have call process through that,” Crowther said. “Once we get the call it’s you know it’s instant to their screen.”

Thanks to Rapid SOS, dispatchers are now free to take higher-priority calls, something that is helpful when dealing with a staffing shortage.

“It’s just another telecommunicator that’s available to process emergency 911 calls rather than being tied up for this non-emergency stuff or less priority of calls,” Crowther said.

As AI continues to evolve, Crowther believes it’s here to stay in the telecommunications field.

“It’s definitely being explored in the industry,” Crowther said. “You’re going to see more of it coming through with your non-emergency calls or your less priority calls where it’s being processed by that. I feel that there is always going to be a 911 call taker on an emergency call processing that.”

The Jefferson County 911 implemented Rapid SOS a month ago.

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