Explore how AI is transforming 9-1-1 operations, from translation, transcription, and incident-related imagery analysis to non-emergency call handling, automatic call summarization, quality assurance, and coaching. This session highlights real-world applications, the importance of “human-in-the-loop” safeguards, and the operational benefits of AI in enhancing public safety communications.
Learning Objectives:
Build foundational AI literacy for 9-1-1.
Participants will be able to explain, in plain language, what AI is (and is not), differentiate between common AI capabilities used in 9-1-1 (e.g., translation, transcription, summarization, and image/video analysis), and identify at least three realistic opportunities where these tools can enhance call handling and situational awareness.
Evaluate AI tools with a “human-in-the-loop” mindset.
Participants will be able to describe the role of the telecommunicator as the final decision-maker, recognize key risks and limitations of AI (bias, hallucinations, overreliance, data quality), and apply simple guardrails and checks to ensure AI outputs support, rather than replace professional judgment and public trust.
Lead AI adoption in their centers with confidence and clarity.
Participants will be able to outline practical steps for introducing AI-enabled solutions in their PSAP/ECC, including involving staff early, addressing fears and misconceptions, developing basic policies/procedures, and framing AI as a tool for improving accuracy, consistency, and staff wellness rather than a threat to jobs.
