AI Answers New Orleans 911 Calls

New Orleans is employing an AI system to assist with 911 emergency communications, specifically for a narrow category of duplicate calls concerning auto crashes. Launched in 2023, the AI-V Emergency Call Triage system, developed by Carbyne, steps in only when all human call-takers are busy and an incoming call is detected within approximately 650 feet of a reported accident. The AI identifies itself and asks callers if they are reporting an accident at a specific location. If the caller confirms, the AI informs them that 911 is already aware of the incident. Callers with additional information can remain on the line for a human operator, while others may hang up as the AI cannot terminate calls.

The AI system has strict limitations; it cannot dispatch emergency responders or assess the urgency of a call. Its function is solely to triage specific repeat crash reports and determine if a caller needs to be placed in the human operator queue. The system has undergone rigorous testing, with the New Orleans Communications District reporting no false positives or negatives in its initial three months of operation. Vendor reports suggest a more than 30% reduction in redundant calls and faster answering times for distressed callers, though independent verification is encouraged.