Here's how New Orleans could use AI to help with 311 calls
The City of New Orleans is exploring how artificial intelligence can help streamline calls to its 311 service. AI technology has been used in Orleans Parish for three years to help streamline 911 calls, particularly for car accidents, ensuring dispatchers can respond more efficiently. When multiple calls are made about the same accident, AI steps in to reduce the workload for operators. "If you're within 200 meters of that initial call, the AI will initially say, 'Hi, are you calling about the car accident at 8900 Chef Menteur Highway?' If you say yes, it'll say, 'Thank you, we've already got a call about that,' and disconnect the call," Jay Vice with the Orleans Parish Communication District said. Vice said this system helps ensure that people with other emergencies are not delayed in the queue. The next step for the technology is exploring its use for 311 non-emergency calls. "What's great about AI is we have three years' worth of 311 calls that our AI will be trained up on, what to listen for, what do people ask for most," Vice said. This expansion aims to help residents get assistance faster, though the timeline for implementing AI in 311 calls remains uncertain.
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