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DeKalb E‑911 to add AI transcription and virtual agent under contract change order
Summary
DeKalb’s E‑911 asked the HERPS committee to approve two new AT&T features—an 'event assist' transcription tool to capture call audio and an 'admin assist' virtual agent to handle routine calls—which the committee recommended for approval to free dispatchers to focus on emergencies.
DeKalb County’s E‑911 operations told the Employer Relations and Public Safety committee they will add two AI‑enabled features to the county’s emergency call‑handling system under a change order with AT&T Enterprises LLC.
Staff described the first feature, ‘‘event assist,’’ as a transcription capability that captures what the call taker and caller say so operators can focus on listening instead of typing and can paste key text into call records for responders. The second feature, ‘‘admin assist,’’ is a virtual agent intended to answer routine, non‑emergency calls and provide links or scripted responses; configured trigger words would transfer potentially urgent calls to a human operator.
Committee members asked whether admin assist would use prompted phone menus or SMS; staff said it would answer routine calls via phone prompts and be configured based on research into frequently asked questions. Staff confirmed the change order keeps the existing expiration date (Dec. 31, 2029) and that trigger words such as 'sick' or 'injured' would route callers to live operators. The requested increase in funds for the change order was presented as part of item 2026‑0898 (amount requested not to exceed $1,299,732). The committee approved the recommendation for approval.
Staff said the new features are intended to free operators to handle true emergencies while using AI to manage routine administrative traffic, with human oversight and automatic transfer for calls that match emergency trigger words.
