Hamilton County Communications Center has recently implemented a new program to improve its efficiency in handling emergency calls. While it does not utilize artificial intelligence (AI) to answer calls, this center has decided to use AI as a tool for […]
Hamilton County Communications Center has recently implemented a new program to improve its efficiency in handling emergency calls. While it does not utilize artificial intelligence (AI) to answer calls, this center has decided to use AI as a tool for quality control.
The Director of Communications at Hamilton County Communications Center, Andrew Knapp, believes that human interaction is essential regardless of how technology advances. “I think no matter what we do with technology, no matter how good technology gets, there’s always a certain aspect of human interaction that’s not only tied to empathy but also accuracy,” Knapp said.
AI will be used as a tool for quality control rather than answering calls. This will free up dispatchers’ time to handle emergency situations and, at the same time, reduce the involvement of human resources.
“One of the things that concerns people is that they don’t want to talk to a robot,” said Operations Manager Scott Brown. “They don’t want to deal with a robot, especially in an emergency situation. Our goal is not to replace people but to help them and be more efficient in our work.”
As an illustration of AI’s capabilities, Cincinnati Police Chief Teresa Theetge highlighted that this technology could be useful in gathering information from callers or victims of incidents. “For example, it could collect information about the victim’s driver’s license instead of the officer asking for them,” Theetge said. “Additionally, AI could assist in editing footage from officers’ body cameras. The possibilities are numerous.”
Although AI is utilized in numerous dispatch centers in other states to answer calls, Hamilton County Communications Center will not be going in that direction. Knapp emphasized that the center still requires dispatchers and currently has 15 job openings.
Furthermore, Hamilton County Communications Center is open to receiving reports of any spelling or grammar mistakes in their publications. They also encourage citizens to submit photos or video clips of breaking news with a brief description.