SPARKS, Nev. (KOLO) – If you call the Sparks Police Department\u2019s non-emergency number \u2014 775-353-2231 \u2014 you may now be greeted by an artificial intelligence system designed to answer basic questions and route callers to the right person.<\/p>\n
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\u2019t handle a request directly, it will transfer the call to dispatch or the appropriate department, such as the front desk or records.<\/p>\n
Early call volume and where calls are going<\/p>\n
DeskOfficer CEO Kushyar Kasraie said the system went live \u201clast Tuesday around 10 a.m. Sparks time,\u201d and since then has handled nearly 1,500 calls.<\/p>\n
\u201cOf which the majority of them have been transferred to dispatch,\u201d Kasraie said. \u201cThe rest have been transferred to front desk and records.\u201d<\/p>\n
Kasraie said the system has logged about 50 hours of talk time so far, estimating it has saved the equivalent of \u201cover one full-time employee\u2019s time.\u201d<\/p>\n
What callers can report through the system<\/p>\n
DeskOfficer leaders say the AI can help callers start reports and route common quality-of-life complaints without tying up emergency resources.<\/p>\n
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.<\/p>\n
\u201cWe\u2019re not replacing any positions\u201d<\/p>\n
DeskOfficer President Jamieson Johnson said agencies using the tool have not replaced staff with AI, arguing it\u2019s filling gaps at departments that are already short-staffed.<\/p>\n
\u201cLike every agency we work with, they\u2019ve never fired a single human because of AI,\u201d Johnson said. \u201cThey\u2019re so short-staffed that this tool allows the humans to do the more important work\u2026 that has the real impact\u2026 on the community.\u201d<\/p>\n
Safeguards and 911 routing<\/p>\n
Johnson said the system is designed to err on the side of caution when deciding whether something should go to dispatch.<\/p>\n
\u201cIt\u2019s intentionally built that if it\u2019s even unsure\u2026 should this go to the administrative number or should we get this to 911\u2026 we send it to dispatch,\u201d he said.<\/p>\n
Language capability<\/p>\n
Kasraie also emphasized the system\u2019s ability to communicate with callers who speak different languages.<\/p>\n
\u201c[The] system can speak dozens of languages,\u201d he said. \u201cIrrespective of what language you speak\u2026 you can interact with the system in your natural language, natural voice.\u201d<\/p>\n
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