CSPD launches AI agent on non-emergency calls

COLORADO SPRINGS, Colo. (KRDO) -- The Colorado Springs Police Department (CSPD) announces that its communications center has launched a new AI-assisted system to help call takers and dispatchers process information more efficiently.

Back in April, CSPD began testing the AI assistance to process non-emergency calls. Police say the AI assistant, developed by Axon, is designed to triage non-emergency telephone calls for public safety.

Officials say the technology aims to improve how quickly calls are answered and ensure the appropriate resources are provided, whether someone needs general information, help with a routine issue, or an immediate emergency response.

According to CSPD, Axon transcribes calls in dozens of languages, identifies critical details, and generates call summaries, which help answer and route non-emergency calls to police and fire departments.

Law enforcement says an artificial intelligence agent known as S.A.R.A.H. will now answer non-emergency calls first.

CSPD says S.A.R.A.H. was able to complete 50% of non-emergency calls in its 54-hour test run. The department says the other half was passed to a human for further assistance.

CSPD says non-emergency calls account for over half of all calls the communications center receives, and with AI, call takers will have more time to focus on emergencies and reduce the time it takes to answer a 911 call.

The system will continue to be reviewed and updated as community needs change, says CSPD. According to officials, those who feel the need to speak to a person will continue to have that option.

CSPD says this system will be used for non-emergency calls only. Trained call takers will continue to answer all calls to 911.

Click here to learn more about the new technology.

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