Phoenix is modernizing its approach to handling non-emergency calls. Beginning yesterday, the Phoenix Police Department is introducing an AI-powered call triage system for its Crime Stop phone number. This technology promises improvements in service, reductions in wait time, and a more efficient method to prioritize emergencies. When residents dial the non-emergency line, they can expect to interact with a conversational AI capable of understanding and communicating in 36 languages, inclusive of Arabic, Spanish, and Vietnamese, to name a few.
Once on the line, the AI system will briefly inquire about the caller’s needs to ascertain the most appropriate resource or department. In a statement obtained by the Phoenix Police Department's official newsroom, Phoenix PD Communication Administrator Allie Edwards highlighted the benefits of the system. "The goal of the system is to get the citizens the help that they need faster and more efficiently, too," Edwards said. She also noted that such a system would notably relieve the pressure on call takers, allowing them to focus on both directing emergency and non-emergency calls accordingly.
Callers are directed to a range of city and community resources. For instance, they could receive assistance from the Phoenix PD’s Online Reporting portal, Silent Witness, or public records requests. The system further aids in navigating calls to PHX C.A.R.E.S., myPHX311, and even external organizations such as the Arizona Humane Society and the Arizona Department of Transportation. The AI could also directly engage citizens with regard to various concerns, from identity theft to food assistance and landlord-tenant rights.
Automated responses take place when reporting incidents such as a vehicle break-in. A caller might complete their report online or, if necessary, have their call routed to a Communications Operator for immediate attention by an officer in the field. The implementation of the AI triage system not only streamlines the process for residents but also ensures that police operators are able to concentrate on urgent matters requiring immediate help.
