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Artificial Intelligence: Answering the Call for Help in Emergency Communications Centers (ECCs)

Anthony Gregoire  (Telecommunications Specialist, Cybersecurity and Infrastructure Security Agency (CISA))

Stephen Martini  (Director, Metro Nashville, Department of Emergency Communications)

Track: First Responders

Topics: 911 & Alerts, AI, Cybersecurity, NG911

Format: Panel Session

Vault Recording: TBD

Is your Emergency Communications Center (ECC) impacted by the critical public safety telecommunicator staffing shortage nationwide? Are you experiencing mandatory overtime, work overload, and no breaks? You are not alone! Discover how Artificial Intelligence (AI) is answering the call for help. Through data analytics and machine learning, AI is being integrated into ECCs to help address increased work demands to allow public safety telecommunicators to focus on critical emergency calls. During this session, attendees will hear directly from state and local officials about how they are using AI tools for call triaging, two-way language services, training, and more to navigate staffing shortages, improve efficiency, and enhance situational awareness for first responders. Panelists will share best practices and resources to help ECCs prepare for implementing new technologies, such as establishing governance structures and implementing cybersecurity practices.

Takeaway

a. Hear how ECCs leaders are using technologies, such as AI, remote dispatching, and integrated cloud technologies, to supplement staffing, enhance situational awareness, and improve delivery of critical emergency services
b. Provide greater awareness of new AI tools, such as call triaging, two-way language translation service, and background noise reduction/speech recognition, and how they will impact ECC operations
c. Discover resources and real-world case studies to help ECCs prepare for implementing new technologies