Impact of Artificial Intelligence (AI) on Customer Service for Non-Emergency Lines in a 911 Center
B. O’Neill, A. Burr, S. McCully, G. Ramirez, A. Russell, J. Serio
Apr 29, 2026|Research Posters
The integration of an artificial intelligence call-taking system to handle non-emergency calls will result in a statistically significant difference across key Public Safety Answering Point metrics, including operational efficiency, such as 911 hold times, staff workload, and citizen satisfaction with the service of an artificial intelligence agent for non-emergency calls.