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 days ago by Pro@programming.dev to c/technology@lemmy.world
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[–] kyle@lemm.ee 3 points 5 hours ago* (last edited 5 hours ago)

I design call centers for my job, we have an AI bot that can handle non emergency calls and what you said at the end is how we do it.

911 calls always start with a person, and the dispatcher can make the determination to transfer to the non-emergency bot. Y'all get too many calls that aren't actual emergencies tbh.

Edit: I looked up Versaterm's solution, CallTriage, and it's important to note that the AI isn't for 911 calls, it's for non-emergency line calls only. The article is conflating the non-emergency calls with 911 calls for shock value.