VIDEO: The Brazos County 911 District is implementing artificial intelligence (AI) to answer non-emergency calls, aiming to reduce wait times and ease the burden on overworked dispatchers. The new AI system is designed to handle routine inquiries while allowing human dispatchers to focus on critical emergency calls coming through the 911 line.
“We understand that people are nervous whenever new technology is rolled out, but we really think this can add some value to what we provide the citizens of Brazos County,” said Patrick Corley, executive director of the Brazos County 911 District.
The move comes as the dispatch center faces an overwhelming call volume. Last year alone, the center handled 200,000 non-emergency calls — four times the number of true emergencies. “It allows us to focus on those, more important calls that come in on the 911 line,” Corley said.
The executive director believes the AI implementation will significantly improve service quality for emergency callers.