SALT LAKE CITY — Those behind Salt Lake City’s 911 emergency system are considering using artificial intelligence to sort emergency calls.
The Salt Lake City 911 Communications Bureau said only 30% of it’s 650,000 yearly incoming calls are actual emergencies like life-threatening situations, fires, or crimes in progress. An AI-automated system would help sort emergency calls from non-emergency calls.
Population growth, the Olympics, and AI
Bureau Director Lisa Kehoe said AI automation in the 911 calling system could be extremely helpful in the future, noting Utah’s population growth and the increase in tourism before and after the 2034 Winter Olympic Games, which Utah will host.
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“We understand that tourism is on the horizon,” Kehoe said. “Any method of reducing call volumes and keeping the lines open for 911 calls is a valuable option that we feel is important to pursue at this time.”
“We’d rather be ahead of it than behind it,” she said.
Gradual implementation of AI-automated emergency system
But it wouldn’t be an all or nothing type of situation. Kohoe said implementation would be gradual and that residents will be alerted when it happens.
“So we could say ‘we’re going to implement it during this time period, then we’re going to take it off. And let’s come back to the table. How did it go,’ and ‘is it necessary 24/7, or is it just when those volumes are really hitting?’”
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Sandy residents will also likely be affected, since Salt Lake City dispatchers take some of their calls.
The difficulties of 911 staffing
Kehoe says an AI-automated 911 system would also help with staffing. Right now, the Bureau’s budget allows for 100 full-time dispatchers. But she said they’re having a hard time keeping those positions filled.
The job is a difficult one, with long hours, a high-pressure environment, and the requirement to multitask all taking a toll on dispatchers.
According to Kehoe, about 15 emergency dispatcher positions are open right now.
Contributing: Simone Seikaly
