Norfolk deploys artificial intelligence system to manage non-emergency calls
The city of Norfolk, Virginia, has started using artificial intelligence to handle more than 40 percent of non-emergency calls and ease the workload of dispatchers.
The city of Norfolk, Virginia, in the United States, has launched an AI-based call management system to reduce congestion on emergency lines and ensure dispatchers can focus on critical 911 calls. Provided by Amazon and operating 24/7, this technology replaces traditional phone menus by offering a natural conversational experience to answer routine questions regarding city services.
Norfolk E911 Manager Steven Summerlin stated that instead of searching the open internet, the system uses a controlled database containing only city-approved information. The artificial intelligence application currently handles more than 40 percent of non-emergency calls.
The city also utilizes artificial intelligence technologies in the background of 911 calls to transcribe conversations and detect critical keywords in real-time to assist dispatchers. With a monthly cost of less than $2,000 to the city depending on usage rates, the service allows citizens to retain the option of speaking with a human operator if they choose.