Phoenix Police Department to launch AI tool to manage nonemergency calls

PHOENIX — The Phoenix Police Department is getting ready to deploy a new artificial intelligence program to help answer calls.

The department is aiming to have CallTriage, an AI program developed by Canadian software company Versaterm, up and running by the end of the year.

“This technology will alleviate the need to place the public on hold for nonemergency calls and free up 911 operators to take emergency calls,” Sgt. Lorraine Fernandez said.

Why Phoenix Police is implementing AI dispatcher tool

A product brochure from Versaterm said the tool was created because many emergency call centers are understaffed due to high burnout rates and low retention.

The system is also designed to assist callers from diverse backgrounds. According to Versaterm’s website, CallTriage provides automated responses in multiple languages.

Officials with the Phoenix Police Department hope the new AI system will them better manage the city’s high volume of emergency calls.

The Phoenix Police Department’s Communications Bureau handles roughly 2 million calls annually.

“This technology will direct the public to the appropriate resource, for example, online reporting or a dispatcher if police need to respond,” Fernandez said.

Phoenix Police Department’s new AI dispatcher has additional capabilities

Edward Lin, a Versaterm spokesman, told KTAR News 92.3 FM that the tool does more than manage inbound calls to non-emergency phone lines.

“It does detect whether a request for non-emergency service is actually an emergency that needs to be routed to 911,” Lin said.

Correction: A previous version of this story said CallTriage answers 911 calls. The tool is actually applied to non-emergency phone lines.

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