Artificial Intelligence is handling non-emergency calls in Weber County
Weber 911 has started using artificial intelligence for routine calls to allow human dispatchers to focus on emergency calls.
Weber County in the state of Utah has deployed an artificial intelligence agent to handle routine and non-emergency calls. Thanks to this application, human dispatchers are able to focus more on 911 emergencies.
AI-Powered Call Handling
Non-emergency line calls in Weber County have been answered by an artificial intelligence agent instead of a human dispatcher for the past month. The system is designed to handle routine operations.
Scope of Service and Routing
Listening to the caller's request, the AI agent provides information, transfers them to another agency, or directs them to animal control when necessary. Some callers realize they are speaking with AI later in the conversation.
Emergency Escalation and Exceptions
The system can detect situations requiring a higher level of intervention and escalate the call to the 911 level. Citizens who do not want to speak with the artificial intelligence can request to speak directly with a human.
Call Statistics
Weber 911 received approximately 280,000 calls last year, two-thirds of which consisted of non-emergency calls. Currently, the artificial intelligence agent handles about 10 percent of the non-emergency call load.