TL;DR:
- Portland’s Bureau of Emergency Communications (BOEC) is testing the use of AI in managing non-emergency calls.
- The system, called Case Service Reporting, aims to streamline the non-emergency call process and assess its effectiveness.
- If successful, AI integration into the city’s 311 hotlines could be an option for non-emergency response calls.
- The system can intelligently determine whether callers need direct assistance or can be redirected to the information they seek.
- BOEC aims to reduce call volume and alleviate strain on dispatch staffing resources.
- A study suggests directing non-emergency calls to 311 could reduce call volume by 180,000 calls, approximately 17% of the total.
- Challenges remain, as 311 currently operates limited hours from Monday to Friday.
- Proactive measures are necessary to manage the rising call volume and prevent overwhelming emergency response bureaus.
Main AI News:
The Bureau of Emergency Communications (BOEC) in Portland is embarking on a new initiative that involves testing the capabilities of Artificial Intelligence (AI) in managing non-emergency calls. Starting this Monday, the city will deploy a system known as Case Service Reporting to assess its effectiveness and refine its performance during designated hours each day.
During a recent public safety call allocation work session, BOEC Director Bob Cozzie elaborated on the plan, emphasizing the use of AI to streamline the non-emergency call process. He acknowledged that the concept of AI could be daunting at times, but assured that it would be employed intelligently to determine whether callers require direct assistance from a call-taker or can be efficiently redirected to the information they seek, with a potential transfer to the city’s renowned 311 hotline.
Cozzie further stated that if the tests yield positive results, the integration of AI into 311’s operations could become a viable option for facilitating non-emergency response calls. Currently, 311 serves as a platform for community members to access local government programs and services, and the city is contemplating expanding its usage to include non-emergency calls as well.
“The caller then calls 311, they get that AI attendant and it’s smart enough to know that okay, I’m going to transfer you to BOEC, or I’m going to transfer to 311, or provide the information you need right now,” explained Cozzie.
Remarkably, the system even has the capability to send information via text messages to callers, enabling them to access relevant websites for web-based reporting and other resources.
BOEC reported a consistent rise in call volume since 2011, with an overall increase of nearly 28%. Given the strain on dispatch staffing resources, the city is actively exploring different options to alleviate the burden of non-emergency calls. A study commissioned by the City of Portland, conducted by Mission Critical Partners, revealed that directing all non-emergency calls to 311 could potentially reduce BOEC’s call volume by approximately 180,000 calls, representing nearly 17% of the total. However, city officials acknowledge that there is still a long way to go before such a transition could be made feasible, especially considering that 311 currently operates solely from Monday to Friday, 7 a.m. to 8 p.m.
In the meantime, Mike Myers, the city’s community safety transition director, emphasized the need to take proactive measures in managing the escalating call volume, ensuring that it doesn’t overwhelm the city’s emergency response bureaus. This requires addressing challenging questions and laying the groundwork for future changes.
“A day doesn’t go by when we don’t see a press release that says we couldn’t make the call, we couldn’t get someone there because we’re just too busy,” stated Myers. “Staffing alone will not do it.“
Conclusion:
The exploration of AI in non-emergency call handling by the City of Portland signifies a proactive effort to alleviate the strain on emergency dispatch resources. By integrating AI into the existing 311 hotline, the city aims to streamline the process and potentially reduce call volume. However, challenges such as limited operating hours for 311 and feasibility considerations must be addressed before a complete transition can be made. Nonetheless, this initiative demonstrates the city’s commitment to finding innovative solutions to manage the increasing call volume and ensure effective emergency response services.
