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Machine Engagement in the ECC: 911 Virtual Assistants through Artificial Intelligence (AI)

Terry Burnworth  (President, Pyramid Consulting)

Location: N261

Date: Monday, March 21

Time: 10:00 am - 10:45 am

Track: 9-1-1 / Control Rooms, AI, IoT & Smart-X

Format: Power Session

Vault Recording: TBD

How can Artificial Intelligence (AI) enhance the performance and support the workload of the Public Safety Telecommunicator (PST) as systems move into the future of Next Generation Services? This session will provide a high-level review of the AI concepts and machine learning issues as related to ECC operations. Current systems will be review as well as the applications and benefits of the various systems. As an example, AI in Emergency Medical Dispatch (EMD) operations ensure the work protocol is chosen and dispatched to the proper location to reduce human error. Sub-systems of AI include Machine Learning (ML), which will enhance computer systems used by the PST. AI includes utilization of current databases and algorithms within the Computer Aid Dispatch (CAD) systems to enhance performance of the PST. Virtual Assistants or Chatbots will enhance the current systems for on-line chat, texting (including RTT), and real time video (RTV) in lieu of providing direct contact with a PST. This reduces the "information overload" of the PST, which allows for enhanced call flow for first responder tasks. The session will end by providing a basic implementation protocol for AI deployment in the ECC operations.


1. Artificial Intelligence and Machine Learning concepts
2. Current AI systems available; what is AI and what is not
3. AI Applications and reviews in the ECC