PHOENIX (AZFamily) — The Phoenix Police Department is modernizing its process for non-emergency calls.
A new AI tool is helping free up dispatchers who previously had to handle both emergency and non-emergency calls. Officials say this new tool will help keep 911 lines clear for true emergencies.
How it works
When a person calls the existing non-emergency line at 602-262-6151, an AI operator will filter the call through a series of questions. The system speaks up to 36 languages.
The non-emergency line can be used to report issues such as past crimes, stolen property, and noise complaints. If the caller needs an officer to respond to the situation, the call will be transferred to a 911 operator.
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Phoenix Vice Mayor Ann O’Brien spearheaded the initiative, saying the department receives more than 500,000 non-emergency calls annually. After researching different alternatives to handle the influx of calls to dispatchers, she asked city staff and Phoenix PD to explore these new AI-powered systems.
Arizona would not be the first to implement this tool. According to reporting from Arizona’s Family sister station KPTV in Portland, Oregon, tested this technology in 2023. O’Brien said in a single month, the software handled over 24,000 non-emergency calls.
“This is how we move Phoenix forward: by combining innovation with action,” she said.
Note: A caller will still have the option to speak to a live dispatcher.
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