Welcome to the forefront of conversational AI as we explore the fascinating world of AI chatbots in our dedicated blog series. Discover the latest advancements, applications, and strategies that propel the evolution of chatbot technology. From enhancing customer interactions to streamlining business processes, these articles delve into the innovative ways artificial intelligence is shaping the landscape of automated conversational agents. Whether you’re a business owner, developer, or simply intrigued by the future of interactive technology, join us on this journey to unravel the transformative power and endless possibilities of AI chatbots.
An AI chatbot began answering all non-emergency calls to the Colorado Springs communications center Tuesday, a move meant to decrease wait times for callers by allowing dispatchers to prioritize 911 calls, Deputy Police Chief John Koch told The Gazette.
Emergency answer times in the city take 11 to 13 seconds on average, while the wait time for non-emergency calls usually takes more than 30 seconds. There is now almost no wait time for non-emergency calls with the AI implementation, police said.
The AI chatbot, named S.A.R.A.H., is part of Axon’s technology suite that CSPD has bolstered in recent years by adding drones, replacing Flock license plate cameras and using its AI to write police reports from body camera footage.
Koch was unsure which company powers S.A.R.A.H., but other Axon technology CSPD uses operates with Microsoft and OpenAI systems.
CSPD found across four beta tests of S.A.R.A.H. that roughly half of non-emergency calls could be completed without a human dispatcher.
“There are human call takers that are reviewing each of those artificial intelligence-produced calls and then determining, is there additional action that needs to take place,” Koch said.
Still, Koch said a human will be involved in all processes S.A.R.A.H. is doing and anyone calling can request a human dispatcher.
Axon has requested to “developmentally partner” with the department, and Koch hopes that dispatchers could eventually answer calls from anywhere with an internet connection using the company’s new technology.
“We’ve become very, very confident in the work that (Axon) is doing, and the systems and products that they provide for our department,” Koch said of why the public should trust the AI systems.
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