Imagine you’re stuck on a rural road with a dead battery, and you call 911 for help. As you wait on hold, you wonder if the person on the other end of the line is a human or a robot. Starting Memorial Day weekend, you might not have to worry about it in Anoka County, Minnesota. That’s because the county is introducing an artificial intelligence-powered dispatcher for non-emergency calls.
The AI dispatcher, developed by a company called Genesys, will handle routine calls about things like pothole complaints, parking issues, and other non-life-threatening problems. Human dispatchers will still be on hand to handle emergency situations and complex cases, but the AI will take care of the bulk of the non-emergency calls. According to county officials, this move is expected to free up human dispatchers to focus on more critical tasks, and also reduce wait times for callers.
The AI system is designed to quickly triage calls, gather information, and provide callers with options to resolve their issues. It’s also equipped with a knowledge base that includes information on county services and procedures. While some may be skeptical about relying on a robot to handle non-emergency calls, county officials say the AI is designed to provide a more efficient and effective service to residents. The system will be available to residents starting Memorial Day weekend, and county officials will be monitoring its performance to make any necessary adjustments.