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Fairfax County to pilot AI‑supported system to triage non‑emergency calls while preserving live 911 service
Summary
Fairfax County’s Department of Public Safety Communications outlined plans to use AI to triage non‑emergency calls, translate languages, route callers to the right agency and expand backup/remote operations, while preserving immediate live assistance for true 911 emergencies.
Fairfax County officials on Oct. 1 heard that the county’s 9‑1‑1 center will begin using AI‑supported technology to handle the surge of non‑emergency calls while ensuring emergency calls continue to connect to live call‑takers.
"911 is the most significant social contract of our lifetime," said Scott Brillman, director of the Fairfax County Department of Public Safety Communications, as he described the county’s plan to adopt automation for lower‑priority calls. Brillman told supervisors the center now receives more non‑emergency than emergency calls and that routing and translation automation can reduce hold times and COVID‑era operational strain on staff.
Brillman said the new system would present non‑emergency callers with an AI voice that can immediately…
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