Early Friday morning, 8-7-26, our team became aware of an article posted on the Shreveport Times website, entitled “New Orleans will use AI to answer 911 calls instead of a human.” The headline and article are both extremely misleading & inaccurate, containing numerous errors of fact. The reporter for this story never attempted to contact our agency to confirm anything about what was reported. The article contains no sourcing for the allegations. We have been trying to reach the reporter, and the newspaper’s editorial staff, without success since early Friday morning.
The article’s headline and narrative paint a picture of AI having replaced humans and human-staffed positions at New Orleans 911. This is so far from the truth as to be distressing, for our employees and for the residents, visitors, and first responders of New Orleans.
Q: Is OPCD replacing New Orleans 911 staff with AI to take calls?
A: Absolutely not. The Shreveport Times article got this very wrong, as did the many online news outlets and bloggers who subsequently repeated and amplified that initial incorrect article without question.
Q: Does OPCD utilize AI in New Orleans 911 Operations?
A: Yes, in a very limited way for one particular category of calls: Auto crashes.
Q: How does it work with auto crashes?
A: For most auto crashes, our 911 center receives a large number of 911 calls about that crash. Here’s how the AI call-triage tool works:
-
- After an auto crash has been reported and responders have been notified, the AI call-triage tool kicks in, and only when: 1) All operators are busy, and 2) a 911 call then comes in from within 200 meters of an already-reported accident.
- The AI tells the caller they have reached New Orleans 911 and asks if they are calling about the accident at (location). If the caller responds with anything other than “YES” (in any language), they are returned to the 911 call queue to speak with a human.
- If the caller responds “Yes,” the AI advises that we are aware of the accident, and tells the caller that if the caller is involved in the crash or has further information to provide, the caller should stay on the line, otherwise they may hang up.
- The 911 call is still logged, with all normal metadata and audio recording, and the call remains available should detectives wish to anyone who called about the auto accident.
Q: How long has the as the AI call-triage tool been used by OPCD?
A: It’s been in use in our 911 operations since Fall of 2023, and has been heavily audited by our compliance team to ensure accuracy in how calls are handled.
Q: Is the AI call-triage tool used for any other types of 911 calls coming into New Orleans 911?
A: No. OPCD’s AI call triage tool is NOT used in this manner for *any* other 911 calls, and has guardrails in place to ensure that the default behavior is to send the call to a human operator if it does not meet the specific use case it was designed for.
Q: Why is the AI call-triage tool being used?
A: To save lives, and to help our very human 911 call-takers respond more quickly to more calls.
Every 911 center in the country is dealing with the reality of tighter budgets and the challenges of maintaining full staffing in such a demanding, stressful position. As an organization entrusted with the safety of the public and fellow first responders alike, we do not embrace any new technology or tool lightly.
Minutes matter when lives are on the line. We have found this AI triage tool, used specifically for the scenario outlined above involving motor vehicle accidents, to be an extremely positive use of the technology to make the best use of our staff’s very limited time. We will continue to study and utilize AI as a tool to assist our personnel as appropriate.
Q: What has been the impact of the erroneous news articles and reporting?
A: Mistakes sometimes do happen in journalism and news reporting. But in this case, the failure of the Shreveport Times to fact-check such an incredibly inflammatory story is irresponsible, unprofessional, and has worked to undermine the hard-earned trust of our stakeholders, employees, and those we serve.
