Imagine a 911 dispatcher staring at multiple screens, juggling calls, tracking units and logging reports — all while a major incident unfolds across town. The pressure is immense and the margin for error is razor thin.
Now imagine that same dispatcher backed by artificial intelligence: Connected events spotted, critical calls prioritized automatically, suggested units recommended based on proximity and capability and incident summaries generated in real time to ease cognitive load — all while keeping the human in control of decision-making.
This isn’t science fiction — it’s the next chapter in public safety and it’s already underway.
AI is transforming emergency dispatch by working behind the scenes to automate tasks, analyze real-time data and enhance situational awareness. By embedding AI across workflows — from the moment a call comes in to the final report logged — agencies can operate faster, smarter and more effectively than ever before.
At the top of the call chain, AI is redefining triage. Dispatch systems can now detect high-priority keywords like “weapon,” “unconscious,” or “shots fired” as calls are transcribed in real time. These words are immediately flagged, allowing supervisors to identify and act more quickly when critical events occur. It can also spot trends in calls for service. For example, several calls in a close geographic area, including the words “yellow shirt,” “red car,” and “stolen handbag,” may flag a string of related incidents that may go unnoticed as shifts change.
But this isn’t just about speed — it’s about surfacing the right information at the right time, where AI comes in with another advantage: Unit recommendations. Traditionally, determining which unit to send to a scene involves scanning maps, checking availability and making split-second judgment calls. AI cuts through this complexity by analyzing proximity, incident type, resource availability and even past call data to suggest the most appropriate response unit. This helps prevent over-deployment, avoids unnecessary delays and ensures the right resources get to the right place — whether that’s a fire engine with a specific ladder length or an officer who’s previously de-escalated a recurring situation.
As an incident continues to unfold, AI doesn’t step back. It steps up. Instead of requiring dispatchers to piece together scattered updates, AI-driven systems generate concise, actionable incident summaries. These real-time recaps reduce the cognitive burden on dispatchers and enable field responders to arrive on scene equipped with a complete picture: Past incidents, potential hazards, nearby resources and more.
Behind the scenes, this is all part of a broader shift: AI is helping unify fragmented data systems into a single operational picture. Public safety agencies are often overwhelmed by a patchwork of tools — from CAD and RMS to body cam footage and IoT sensors. AI can connect these dots, transforming siloed data into actionable insights that support human decision-making from the dispatch floor to the command center.
Integration is key.
AI only delivers value when it’s woven into workflows in a way that makes life easier — not harder. That’s why intuitive design and explainable models matter. They need glass-box algorithms that show their work, fit seamlessly into daily routines and build trust.
Just as important, AI is something public safety professionals must regularly engage with — not a fire-and-forget missile. It is a tool just like every other tool that emergency dispatchers have at their disposal. While AI is a powerful partner, humans remain at the center — making the final call, interpreting context and ensuring the right approach to each incident.
These results aren’t theoretical. AI-enabled dispatch and triage are already improving outcomes in places across the U.S. where non-emergency calls are offloaded to AI systems and in cities that use real-time language translation to remove barriers to service. In the field, AI-generated situational briefings and resource forecasting are also helping responders stay one step ahead, even as major incidents unfold.
The future of public safety isn’t about replacing people with machines. It’s about giving the people we trust with our safety the tools they need to do their jobs better — faster decisions, clearer insights and more effective responses. As cities grow more complex and the volume of data continues to rise, AI offers a way to turn chaos into clarity. Public safety agencies that embrace this shift will be better prepared — not just for the next call, but for the next era.