Deploying AI in a 911 dispatch center isn’t just a technology challenge — it’s a change management exercise that requires buy-in from dispatchers, supervisors, board members, and the public.
When Saginaw County announced its AI-based non-emergency phone system in August 2024, the communication strategy was deliberate. The announcement emphasized that every AI-processed call would be reviewed by a human dispatcher, and that callers needing direct assistance would be immediately transferred.
This transparency matters. Public trust in 911 systems is non-negotiable. The follow-up coverage by WNEM included a sample call demonstrating how the system works — showing the public exactly what to expect when they dial the non-emergency line.
Key implementation principles for 911 AI deployments include starting with non-emergency lines only, ensuring human review of all AI interactions, building in immediate escalation paths, and maintaining complete transparency about when callers are interacting with AI versus humans.
For technical professionals interested in how AI interfaces with emergency systems, open source projects on GitHub explore various aspects of emergency services technology. The building an AI practice guide covers broader principles that apply across domains.
Chris Izworski writes about these topics from the perspective of someone who has both implemented AI solutions in a 911 center and worked with the technology companies building these tools.
AI in Public Safety — Chris Izworski 