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As artificial intelligence continues to grow worldwide, some Americans feel there should be more transparency when it is used, including in 911 calls, a new study shows.
A survey of 2,000 Americans conducted between March 8 and July 8 shows that 16% of those surveyed believe 911 calls are being answered by AI instead of live dispatchers without disclosure, according to Robots Reveal Yourself: The AI Call Report by Answering Service Care published Sept. 22.
The use of AI in 911 calls is not a secret, however. AI is "improving 911 operations," an Aug. 2, 2024, article by the National Telecommunications and Information Administration said.
"When the Emergency Communications Center experiences a surge in call volume compounded by staff shortages, the traditional call-handling process can lead to delays," the NTIA said.
While the organization does not specifically say whether AI is being used to answer 911 calls, it does detail how it is used to assist.
"All calls, regardless of urgency, pass through the same queue. AI technologies offer a solution by automating initial detection and triage, streamlining call flow. This eases the burden on human telecommunicators, enabling them to focus on crucial tasks like coordinating emergency responses and providing support to those in distress," the NTIA said.
The future use of AI at emergency response centers is being considered in different ways. Capt. James C. Lutz with the Missouri Sheriff's Association gave an example on how AI could be used.
"The 911 call lasted barely five seconds. A muffled voice, drowned out by background noise, whispered, 'Help me.' The dispatcher managed dozens of incoming calls and did not flag the call as urgent. By the time officers arrived, the caller was gone. Imagine an AI system that could detect the fear in that voice, prioritize the call and send help within seconds," he said.
Some AI systems already being implemented at 911 call centers include call diversion technology, which is used to divert non-emergency calls to the appropriate department. AI is also being used for automatic callback systems, geofencing and translations, the NTIA said.
Using AI without disclosures "is not harmless, though. It erodes trust, puts small businesses in jeopardy, and leaves lawmakers scrambling to catch up," the study said.
The study had a margin of error of approximately plus 2.2 percentage points at a 95% confidence level.
Those surveyed say they want more transparency when AI is used in general.
"Suspicion is widespread, with 81% convinced AI is being used secretly and six out of 10 worried it is shaping sensitive interactions in banking, healthcare, and even emergency services," the study said.
Small business owners also had concerns. Of 250, 62% feared financial losses if customers hung up calls once AI was revealed, and 43% worried about long-term damage to trust.
"Thirty-seven percent of consumers say they would lose confidence in a company that hides AI, while 40% are more likely to trust those that are open about its usage," the study said.
One in four people surveyed described the lack of AI disclosure as "betrayal" and 15% said they would boycott a brand that fails to disclose the use of AI.
"The question is not whether AI will transform 911 but whether we will use it wisely," Lutz said.
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