Technology
New Orleans 911 dispatch uses AI system to triage duplicate car crash reports
The Orleans Parish Communication District is using an automated system to manage call surges during staffing shortages, though the technology operates under strict limits.
The short version
- The Orleans Parish Communication District (OPCD) in New Orleans is using an AI-assisted call triage system to handle specific repeat 911 calls during high-volume periods.
- Developed by emergency communications company Carbyne, the system only activates when all human call-takers are occupied and handles calls originating near already reported auto crashes.
- The AI cannot dispatch emergency responders, determine call urgency, or end calls, and it redirects callers to a human if it encounters any other type of emergency or fails to understand the caller.
Key facts
- The OPCD launched the Carbyne-developed AI-assisted call triage system in 2023 to help manage high volumes of redundant calls about the same accident.[Fox News]
- The system only activates when every human operator is busy and checks if an incoming call originates within 200 meters of a known crash.[Fox News]
- If a caller confirms they are reporting the known crash, the AI informs them that 911 is aware of the incident; callers can choose to hang up or remain on the line to speak with a human.[Fox News]
- The AI tool is not a large language model and was trained on local 911 recordings to recognize New Orleans accents and street names.[Fox News]
- OPCD reported that during the system's first three months of live use, its team reviewed 100% of the handled calls and identified no false positives or false negatives.[Fox News]
- According to vendor-reported data from Carbyne, the system triaged over 3,500 events during a 90-day period, reducing duplicate calls by over 30% and lowering average call-answering times for distressed callers by up to 40 seconds.[Fox News]
What remains uncertain
- The long-term performance and error rates of the system remain unverified by independent, non-vendor studies over an extended operational period.[Fox News]