911 calls are getting the AI treatment now

New Orleans is testing an AI tool to manage 911 emergency calls and the city's 311 non-emergency line. The AI Emergency Call Triage system, created by Carbyne, is designed to filter out repeat calls and lighten the workload for human operators. The technology has been in use since 2023 for traffic-related calls. In April, the city rolled out a second AI solution for non-emergency 311 services.

New Orleans joins other municipalities testing AI in emergency and non-emergency call operations. The National Telecommunications and Information Administration (NTIA) has published a fact sheet on the use of AI in emergency services operations, highlighting its potential benefits. AI can help with initial detection, streamline call flow, and lessen the workload of human operators.

The agency identified translation, triage, automatic callback systems, and geofencing as areas where AI could be most effective. Carbyne has partnered with transportation and law enforcement agencies nationwide, including a recent collaboration with Washington, D.C. city services to modernize their 911 call handling. The Seattle Times reported that the Seattle Fire Department had been employing a similar AI triage tool from Denmark-based Corti for over two years.

Corti's AI advises operators on dispatching emergency services. However, critics have raised concerns about privacy issues, potential bias in AI models, and the limitations of AI-generated voice tools. Many have criticized the lack of transparency regarding city services integrating AI into public-facing call lines without proper notification.