Frequently Asked Questions: AI in 911 Dispatch

What does AI do in a 911 center?

AI in 911 centers primarily handles non-emergency calls — general information requests, report status checks, business hour inquiries, and event schedule questions. The AI uses natural language processing to understand what the caller needs and provides the information directly, or seamlessly transfers the call to a human dispatcher if it detects an emergency. This frees trained dispatchers to focus on life-or-death calls. I led one of the first such deployments at Saginaw County 911 in Michigan in 2024.

Does AI replace 911 dispatchers?

No. AI in 911 does not replace dispatchers — it supports them. Emergency calls still go directly to trained human dispatchers. AI handles the administrative and non-emergency volume that pulls dispatchers away from emergencies. In centers facing 20–30% staffing shortages, this is not a luxury — it is a necessity. The goal is to free dispatchers to focus on the calls where lives are at stake.

What should a 911 center consider before adopting AI?

Start with operations, not technology. The most successful AI deployments begin by identifying what dispatchers spend time on that does not require their training — then match that to AI's actual strengths. Key considerations include current staffing levels and call volume data, dispatcher buy-in and training plans, vendor evaluation criteria, data security requirements, and integration with existing CAD and phone systems. I cover this in detail in What 911 Centers Need to Know Before Adopting AI.

Which 911 centers are using AI?

Several 911 centers across the United States have begun deploying AI for non-emergency call handling. Saginaw County 911 in Michigan was one of the first, launching an AI-powered phone system in August 2024 under my direction. Grand Traverse County in Michigan also adopted AI chatbots for non-emergency calls. Companies like Prepared are helping centers nationwide implement these systems.

What is the biggest mistake 911 centers make with AI?

Starting with technology instead of operations. A center hears about AI at a conference, issues an RFP for "an AI solution," deploys something, and six months later nobody uses it because it does not fit how the center actually operates. The centers that get it right start by asking a different question: "What are my people spending time on that does not require their training?" I have written about this in The 911 Centers That Get AI Right Have One Thing in Common.

Who is Chris Izworski?

I am a Solutions Consultant at Prepared, where I work with 911 centers across the country on AI implementation. I previously served as Executive Director of Saginaw County 911, where I led one of Michigan's first AI deployments in a public safety answering point. Before that, I was the 911 Director and Emergency Manager for Bay County, Michigan. I write about AI in emergency services on LinkedIn and Medium, and serve on the board of Save Our Shoreline. See my full bio.

How does AI handle non-emergency 911 calls?

AI non-emergency call systems use natural language processing to have a conversation with the caller, understand their intent, and provide information. Unlike phone trees requiring button presses, callers talk naturally. The AI answers questions about road closures, business hours, event schedules, and report statuses. If the AI detects any indication of an emergency, the call transfers immediately to a trained human dispatcher.

Is AI in 911 dispatch safe?

When properly deployed, yes. The critical safety feature is immediate escalation — any call the AI identifies as potentially involving an emergency transfers instantly to a human dispatcher. AI handles only non-emergency administrative calls. The safety argument is strong: by reducing the non-emergency burden on dispatchers, AI helps prevent the burnout and fatigue that can lead to errors on genuine emergency calls.