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AI-Driven Transformation in 9-1-1 Operations

November 17, 2025

Artificial Intelligence (AI) is transforming how 9-1-1 centers save lives and serve communities. This technology offers enormous potential and necessitates important considerations, requiring thoughtful leadership to capture its benefits while safeguarding public trust.

The National Telecommunications and Information Administration (NTIA) conducted a national landscape analysis to understand how 9-1-1 Centers are engaging with AI and other emerging technologies. This research surfaced insights directly from public safety leaders, highlighting early successes, common challenges, and areas of opportunity.

This paper summarizes insights from NTIA’s national research effort that included an AI Symposium, four site visits, and 14 interviews with 9-1-1 leaders. It is designed to help 9-1-1 Center Directors and local officials understand how AI is being used effectively today and what is needed to scale its benefits.

AI as a Response to Operational Challenges
Current Challenges and AI Solution graphic
Current Challenges & AI Solution: 9-1-1 Centers face escalating call volumes, staffing shortages, and aging infrastructure. AI tools are essential, deployable solutions for triaging calls, transcribing audio, translating, and reducing non-emergency call volumes.
Proven Impact graphic
Proven Impact: AI tools have reduced non-emergency call volume by up to 40% at Jeffcom 911 and by 36% on average at Monterey County ECD, with a peak near 39% in 2024.
Success Factors and Barriers graphic
Success Factors & Barriers: Effective AI deployments require strong local leadership, flexible procurement, and staff inclusion. Obstacles include rigid procurement, lack of national standards, and vendor lock-in. NCT9-1-1 is making progress.
AI Workforce Support graphic
AI's Workforce Support: AI reduces repetitive tasks and improves real-time access to data, supporting telecommunicators and reducing burnout.
National Imperative graphic
National Imperative: National action is required to define standards, improve procurement, embed cybersecurity, and accelerate adoption across 9-1-1 Centers.
Reinforcing Public Service graphic
Reinforcing Public Service: AI strengthens service quality by reducing administrative burdens and supporting staff well-being.
Urgency for Action graphic
Urgency for Action: Swift action is crucial to prevent a widening technology gap and ensure equitable access.
Strategic Imperative: AI boosts workforce stability, public safety, and modernization, supporting resilience and backup systems.

Key Actions for Directors

AI is not a future concept. It is a present-day necessity for modernizing emergency response. As part of the broader NG9-1-1 vision, AI tools are already reshaping how 9-1-1 Centers operate and support their workforce. These opportunities emerged across NTIA’s symposium, interviews, and site visits as the most actionable levers for change. To accelerate responsible AI adoption, focus on these opportunities.

View the full White Paper below or download the PDF version

 

 

Topics
Next Generation 911
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