Hamilton County 9-1-1 using AI to assist telecommunicators

HAMILTON COUNTY, Tenn. (WDEF) – The Hamilton County 9-1-1 Emergency Communications District (HC911) has introduced Evelyn, a new AI-powered assistant.

Evelyn is designed to handle non-emergency calls on the 7-digit lines.

This innovative tool aims to enhance efficiency and ensure that 9-1-1 telecommunicators can focus on higher-priority, emergency calls.

All emergency 9-1-1 calls will continue to be handled exclusively by live call-takers.

“Evelyn is under the supervision of a dedicated telecommunicator who monitors all the calls being taken.  That ensures that the correct actions have been implemented.”

–Jeff Carney, Executive Director of the Hamilton County 9-1-1 Emergency Communications District.

According to HC911, the same personnel manage both emergency 9-1-1 calls and non-emergency inquiries on the 7-digit lines.

Evelyn will redirect routine calls to departments such as records, courts, and utilities.

The AI assistant will also handle tasks like processing requests for burn permits, watch lists, vehicle repossessions, and private property tow requests.

“This is a prudent step to make use of current technology.  It enables us to more efficiently utilize our personnel in the most effective manner while continuing to provide this vital service to the public,” stated Carney.

Dr. Richard Brown, Chairman of the 9-1-1 Board of Directors, reassured the public that the implementation of Evelyn does not compromise service quality.

“If there are any calls that Evelyn is not handling yet, or if there is any indication of an emergency, the call will immediately be transferred to a live call-taker,” Brown explained.

For optimal assistance, the public is encouraged to follow these simple guidelines when interacting with Evelyn:

• Speak naturally: Maintain a normal tone and speed; there’s no need to speak louder or slower.
• Be specific: Provide two or three sentences explaining your request to help Evelyn determine the best course of action.

For example:

• Optimal: “I need a copy of a police report completed by [Name the Agency].”
• Less effective: “Report.”