The Glenview Public Safety Dispatch Center in Illinois has implemented a cutting-edge artificial intelligence (AI) program to enhance the training of 911 dispatchers and prepare them for a wide range of emergency situations. This AI program has been hailed as a groundbreaking advancement in the world of emergency response, with the primary goal of providing the highest level of service to the public. By partnering with “Corti,” a company specializing in artificial intelligence, the Village of Glenview aims to equip both new and experienced 911 operators with the necessary skills to handle various emergency scenarios effectively.
Brent Reynolds, the director of public safety and support services for Glenview, expressed his excitement about the potential life-saving impact of this new technology. He emphasized that every minute counts in emergency situations, and the AI program could significantly contribute to saving lives. Dispatchers play a crucial role in coordinating communication between emergency personnel, law enforcement, and the general public, making their training all the more critical.
The Voyager Artificial Intelligence platform, used in conjunction with the Artificial Intelligence Skill Lab, forms the backbone of this training initiative. Annie Marchiafava, the operations manager for the Village of Glenview, explained that the Voyager AI platform has been extensively trained on thousands of hours of phone calls involving medical patients. This training allows the system to identify significant words and patterns in telephonic communication, providing valuable insights for the dispatchers’ training and performance evaluation.
By employing the platform, the Village of Glenview has been able to track the questions dispatchers ask, analyze call duration, and identify areas for improvement. Marchiafava emphasized the importance of continual feedback for the dispatchers, stating that the more feedback they receive, the better their performance will be. This AI-powered technology has opened up new possibilities for efficient feedback mechanisms, enhancing the quality assurance processes for 911 operators.
Glenview, together with the neighboring community of Highland Park, operates two 911 call centers that handle emergency calls from 11 nearby communities. These centers receive approximately 84,000 calls annually. With the introduction of the Artificial Intelligence Skill Lab, dispatchers and trainees now have access to a comprehensive range of simulated emergency scenarios. This digital platform allows them to easily review and learn from previous 911 emergency calls, covering various situations including medical emergencies like heart attacks, dog bites, and even cardiac arrests.
Reynolds highlighted the significance of this training, illustrating that trainees may not encounter certain critical situations during their training period. However, with the aid of the AI program, they can be exposed to a wide range of scenarios closely mirroring real-life emergencies. This feature enables more opportunities for trainees to practice their skills and receive real-time feedback, ultimately improving their readiness to handle any emergency that may arise.
The Glenview Public Safety Dispatch Center’s adoption of this AI program has revolutionized the training of 911 dispatchers. By leveraging the power of AI, dispatchers can learn from real-life emergency calls, improve their response times, and boost overall performance. This development represents a significant leap forward in ensuring the highest level of service and ultimately saving lives in critical situations.
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