CentralSquare Technologies unveiled a groundbreaking advancement in public safety technology at the IACP 2024 conference in Boston. Dubbed Citizen Link AI, this innovative platform is touted as the first of its kind in the United States, offering an integrated suite of artificial intelligence-based tools for enhancing public safety operations.
The new Citizen Link AI system integrates with a variety of CentralSquare’s existing products, including Pro Suite, Enterprise Suite, ONESolution, and Vertex NG911. It is designed with the primary aim of improving the efficiency of emergency response services by intelligently managing non-emergency 911 calls. This system prioritises urgent calls and redirects non-critical enquiries to suitable alternative services, thus alleviating the burden on overstretched emergency lines.
Alarmingly, more than 80% of 911 centres across the United States report significant staffing shortages, leading to increased waiting times for citizens requiring immediate assistance. By deploying artificial intelligence to manage routine administrative calls, such as noise complaints involving barking dogs or reports of vandalism, CentralSquare hopes to enable emergency dispatchers to concentrate on life-threatening calls that require urgent intervention.
Sarah McWhorter, Vice President of Product Management for Public Safety at CentralSquare, highlighted the importance of this technology in addressing staffing shortages at emergency centres. According to McWhorter, the implementation of AI in handling non-emergency calls could dramatically reduce response times, focusing resources on calls that are critical for public safety.
The Citizen Link AI platform incorporates an AI-powered assistant, supported by Amazon Connect. This assistant efficiently manages non-emergency call queues by responding to frequently asked questions that have been customised by the relevant agency. It is capable of sending hyperlinks via text for additional information and transferring calls when necessary.
Furthermore, the system is equipped with advanced assistive technologies such as AI and SMS functionalities. These features are particularly important for individuals who are hearing or speech impaired, non-English speakers, or those in peril and unable to speak during an emergency. Notably, if a caller in distress hangs up before a 911 call is connected, the system instantly sends a text message to confirm if the call was intended for emergency services, enabling communication through text if necessary.
McWhorter emphasised the platform's capability to offer equal access to emergency services, surpassing older systems that relied heavily on the caller’s ability to articulate their situation verbally. This ensures a more equitable and effective method of obtaining necessary assistance during emergencies.
CentralSquare is currently reaching out to potential early adopters for Citizen Link AI and has invited interested agencies to express their interest via email or through their website. This initial rollout phase is anticipated to pave the way for broader adoption of AI-driven solutions in the public safety sector, marking a significant step toward modernising emergency response infrastructure in the U.S.
Source: Noah Wire Services