Salt Lake City and Sandy are on the brink of a technological leap in public safety: soon, when you dial 911 for a nonemergency, you might be greeted by an AI-powered system rather than a human dispatcher. This move, driven by a need to address chronic understaffing and rising call volumes, is designed to ensure that urgent emergencies always receive immediate human attention, while routine matters are handled efficiently.
Why the Shift to AI?
The 911 Communications Bureau in Salt Lake City, which also serves Sandy, manages nearly 450,000 nonemergency calls each year. With a staff of about 100, including 81 front-line dispatchers and 15 positions currently unfilled, the bureau faces significant pressure. As the city’s population and tourist numbers grow, so does the demand on emergency services. By introducing AI-assisted call triage, the bureau hopes to reroute up to 30% of nonemergency calls, freeing up human dispatchers to focus on life-or-death situations.
How Will the AI System Work?
The AI system will act as a first point of contact for nonemergency calls. It will sort and reroute calls based on urgency, ensuring that emergencies are always handled by trained professionals. Importantly, the system is designed with safeguards: if it detects elevated stress or uncertainty in a caller’s voice, it will immediately transfer the call to a human dispatcher. This ensures that no one in crisis is left waiting for help.
Multilingual Support: Breaking Down Barriers
Salt Lake City’s growing diversity means more calls from residents who speak languages other than English. Traditionally, dispatchers have had to bring in live translators, which can cause delays. The new AI system can translate and transcribe calls in up to 36 languages, including regional dialects, making it easier for everyone to get the help they need quickly and accurately.
Funding and Implementation Timeline
The city has allocated about $326,000 from its E-911 account—funded by excise taxes on cellphone bills—for the purchase and rollout of the AI system. This is part of a broader $11.7 million budget for the 911 bureau, which also includes a cost-of-living raise for employees. The AI system is expected to be purchased, tested, and fully implemented within three to six months.
Addressing Public Concerns
Understandably, some residents and city officials have expressed concerns about interacting with AI during stressful moments. The bureau has emphasized that only nonemergency calls will be handled by AI, and that robust safeguards are in place to ensure callers are never left without support. City officials plan to make a formal announcement and may conduct a partial test before the system goes live, aiming to keep the public informed and comfortable with the changes.
Actionable Takeaways for Residents
- Emergencies will always be handled by humans: If you have a true emergency, you’ll still speak directly to a trained dispatcher.
- Nonemergency calls may be routed through AI: Expect a friendly, efficient experience for routine matters.
- Multilingual support is expanding: Non-English speakers will benefit from faster, more accurate service.
- Stay informed: Watch for official announcements and updates from the city about the new system.
Summary of Key Points
- Salt Lake City and Sandy are introducing AI to handle nonemergency 911 calls, aiming to improve efficiency and response times.
- The system will only handle nonemergency calls, with emergencies always routed to human dispatchers.
- AI will provide real-time translation in up to 36 languages, reducing delays for non-English speakers.
- Safeguards are in place to ensure anyone in distress is quickly transferred to a human.
- The rollout is expected within three to six months, with public communication planned to ease the transition.