SPARKS, Nev. (KOLO) – If you call the Sparks Police Department’s non-emergency number — 775-353-2231 — you may now be greeted by an artificial intelligence system designed to answer basic questions and route callers to the right person.
The new system, provided by DeskOfficer, is intended to reduce call wait times and free up emergency dispatchers to focus on higher-priority situations. If the AI can’t handle a request directly, it will transfer the call to dispatch or the appropriate department, such as the front desk or records.
Early call volume and where calls are going
DeskOfficer CEO Kushyar Kasraie said the system went live “last Tuesday around 10 a.m. Sparks time,” and since then has handled nearly 1,500 calls.
“Of which the majority of them have been transferred to dispatch,” Kasraie said. “The rest have been transferred to front desk and records.”
Kasraie said the system has logged about 50 hours of talk time so far, estimating it has saved the equivalent of “over one full-time employee’s time.”
What callers can report through the system
DeskOfficer leaders say the AI can help callers start reports and route common quality-of-life complaints without tying up emergency resources.
For example, callers can say they want to report something stolen, or report issues like overly loud music in their neighborhood, and the system will guide them through the process or transfer them as needed.
“We’re not replacing any positions”
DeskOfficer President Jamieson Johnson said agencies using the tool have not replaced staff with AI, arguing it’s filling gaps at departments that are already short-staffed.
“Like every agency we work with, they’ve never fired a single human because of AI,” Johnson said. “They’re so short-staffed that this tool allows the humans to do the more important work… that has the real impact… on the community.”
Safeguards and 911 routing
Johnson said the system is designed to err on the side of caution when deciding whether something should go to dispatch.
“It’s intentionally built that if it’s even unsure… should this go to the administrative number or should we get this to 911… we send it to dispatch,” he said.
Language capability
Kasraie also emphasized the system’s ability to communicate with callers who speak different languages.
“[The] system can speak dozens of languages,” he said. “Irrespective of what language you speak… you can interact with the system in your natural language, natural voice.”
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