AI to Help Resolve Non-Emergency Calls Across Utah and Decrease 911 Caller Wait Times

The Utah Communications Authority (UCA), which oversees the state’s next generation 911 technology services, recently announced that public safety answering points (PSAPs) throughout the state plan to implement Motorola Solutions’ Virtual Response technology to automate the receipt and resolution of 10-digit non-emergency line calls in Utah with the help of AI.

“An estimated 65% of Utah's 911 PSAPs' workloads are non-emergency line calls, like noise or parking complaints, that aren’t a true crisis,” said Tina Mathieu, executive director of UCA. “When a 911 call comes in, they have to put the non-emergency caller on hold, taking precious seconds away from responding to the real emergency. Now, every PSAP in Utah can use Motorola Solutions’ Virtual Response to focus call handlers’ time, while decreasing wait times for 911 callers in the midst of true crises.”

The AI technology allows callers to ask questions and receive answers in their native language and can respond to queries via voice or text, such as sharing the contact information for animal services if a caller reports a lost dog. PSAPs can also add an upfront automated message for non-emergency line callers in the same location, sharing for example that there’s a planned brush fire between specific highway exits.

“There are some calls where the caller just wants a quick answer - it’s not a complex emergency requiring a multi-pronged response,” said Kevin Rose, executive director of the Weber Area Dispatch 911 & Emergency Services District, a PSAP in Utah. “AI can help take stress off our call handlers and free them to focus on the calls that really need their human empathy and expertise.”

The UCA is funding this statewide deployment, making Virtual Response accessible to all PSAPs in the state. These PSAPs can also deploy Assist for 911 and Radius Mapping, additional Motorola Solutions technologies available statewide that complement VESTA 9-1-1 call-handling software with enhanced AI and mapping features. Last year, the 27 PSAPs throughout Utah processed nearly 900,000 911 calls and over 2 million non-emergency line calls.

Featured

  • Bringing it Together

    Public safety communications have long been used to help first responders save lives and to help keep first responders safe, improve response time, and enhance interagency coordination. These communication solutions may include mobile (5G), radio telecommunication and mass notification systems. Read Now

  • Exploring the Future of Video

    AI innovation is rapidly transforming video security. Edge-based AI centered on object detection excels at detecting people and vehicles to alert to threats like brandished guns or perimeter breaches. However, the onus is on the user to gather more details to fully understand the situation. Read Now

  • Allegion, Comfort Technologies Implement Mobile Credentials at the Artisan Apartment Homes in Florida

    Artisan Apartment Homes, a luxury apartment complex in Dunedin, Florida, recently transitioned from mechanical keys to electronic locks and centralized system software with support from Allegion US, a leading provider of security solutions, technology and services, and Florida-based Comfort Technologies, which specializes in deploying multifamily access control, IoT devices and software management solutions. Read Now

  • Mall of America Deploys AI-Powered Analytics to Enhance Parking Intelligence

    Mall of America®, the largest shopping and entertainment complex in North America, announced an expansion of its ongoing partnership with Axis Communications to deploy cutting-edge car-counting video analytics across more than a dozen locations. With this expansion, Mall of America (MOA) has boosted operational efficiency, improved safety and security, and enabled more informed decision-making around employee scheduling and streamlining transportation for large events. Read Now

  • Security Industry Association Launches New “askSIA” AI Tool

    The Security Industry Association (SIA) has unveiled a brand-new SIA member benefit – askSIA, a conversational AI agent designed to help users get the most out of their SIA membership, easily access SIA resources and find the latest information on SIA’s training and courses, reports and publications, events, certification offerings and more. SIA members can easily find askSIA by visiting the SIA homepage or looking for the askSIA icon in the top left of webpages. Read Now

    • Industry Events

New Products

  • A8V MIND

    A8V MIND

    Hexagon’s Geosystems presents a portable version of its Accur8vision detection system. A rugged all-in-one solution, the A8V MIND (Mobile Intrusion Detection) is designed to provide flexible protection of critical outdoor infrastructure and objects. Hexagon’s Accur8vision is a volumetric detection system that employs LiDAR technology to safeguard entire areas. Whenever it detects movement in a specified zone, it automatically differentiates a threat from a nonthreat, and immediately notifies security staff if necessary. Person detection is carried out within a radius of 80 meters from this device. Connected remotely via a portable computer device, it enables remote surveillance and does not depend on security staff patrolling the area.

  • Camden CM-221 Series Switches

    Camden CM-221 Series Switches

    Camden Door Controls is pleased to announce that, in response to soaring customer demand, it has expanded its range of ValueWave™ no-touch switches to include a narrow (slimline) version with manual override. This override button is designed to provide additional assurance that the request to exit switch will open a door, even if the no-touch sensor fails to operate. This new slimline switch also features a heavy gauge stainless steel faceplate, a red/green illuminated light ring, and is IP65 rated, making it ideal for indoor or outdoor use as part of an automatic door or access control system. ValueWave™ no-touch switches are designed for easy installation and trouble-free service in high traffic applications. In addition to this narrow version, the CM-221 & CM-222 Series switches are available in a range of other models with single and double gang heavy-gauge stainless steel faceplates and include illuminated light rings.

  • Camden CV-7600 High Security Card Readers

    Camden CV-7600 High Security Card Readers

    Camden Door Controls has relaunched its CV-7600 card readers in response to growing market demand for a more secure alternative to standard proximity credentials that can be easily cloned. CV-7600 readers support MIFARE DESFire EV1 & EV2 encryption technology credentials, making them virtually clone-proof and highly secure.