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Carrollton hears NTech AI pilot results, emergency-management update as officials prepare new communications center
Summary
North Texas Emergency Communications (NTech) reported results of a one-month AI pilot handling nonemergency Carrollton calls and gave a progress update on a new communications center; Carrollton emergency management presented updates on hazard analysis, sheltering and alerting systems.
City officials received a public-safety briefing April 7 from the North Texas Emergency Communications Center (NTech) and Carrollton emergency management on emergency communications, AI-assisted call handling and storm preparedness.
Terry Goswick of NTech told council that a one-month pilot handling Carrollton nonemergency administrative calls logged about 5,487 incoming calls; the AI system handled roughly 5,311 of those calls while 1,159 routed to live call takers and 817 callers opted to bypass automated handling. Goswick said the AI pilot reduced use of the language line by handling roughly 60 Spanish-language calls within the pilot…
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