Leveraging AI to Enhance 9-1-1 Operations & Decrease Employee Burnout

9-1-1 centers and emergency services are currently facing a multitude of challenges, dealing with staffing shortages, increasing call volumes, insufficient training, and employee burnout. Despite these challenges, technology delivers new options to address the changing landscape of emergency services. The latest Artificial Intelligence (AI) technology is finding a home in 9-1-1 and public safety communications centers by providing real-time translation of calls, reducing call times, streamlining training and evaluation, minimizing over-triaging, maintaining protocol, and keeping compliant with QA standards. Even the most skeptical admit that AI solutions could ease the workload on 9 -1-1 and public safety communications center personnel.

A recent study by NENA and Carbyne capturing the perspectives of 9-1-1 directors, managers, supervisors, and dispatchers, paints a picture of an industry under immense pressure contending with surging call volumes, complex compounded emergencies, outdated technologies, and insufficient support. In this study, a staggering 82% of centers reported being understaffed and struggling with hiring and retention, and 74% of respondents revealed burnout, anxiety, and PTSD are affecting emergency call center personnel at every level. Insufficient training was also noted, with less than half of the respondents feeling adequately equipped to handle all incident types. Additionally, the data revealed that many respondents are unfamiliar with emerging technologies and their potential to help solve problems. Compounding the challenges mentioned above, the landscape is changing dramatically, and 9-1-1 centers and emergency services must adapt. AI-assisted technology can help!

Technology, specifically the latest conversational and generative AI technology, has the power to transform the 9-1-1 industry by mitigating some of the challenges emergency telecommunicators face on a daily basis, as well as for their supervisors. This technology enables 9-1-1 and emergency call centers to:

• Enhance emergency response 
• Reduce call volume 
• Boost documentation and reporting accuracy 
• Address quality assurance (QA) 
• Improve staff training 
• Better meet standards and protocol
• Optimize workflows 

By harnessing the potential of AI-assisted solutions, call centers can bridge gaps in communication, improve compliance and training, reduce employee stress, and deliver faster, more effective assistance to those in need. Embracing and leveraging AI technology as a powerful tool in your toolbox can revolutionize call center productivity and efficiency, while helping to ensure safer communities.

Contact us and learn how our AI solutions empower emergency telecommunicators and managers to triage, diagnose, and QA calls faster and more efficiently, while improving operations and boosting staff retention.