Getting started with AI in public safety: A guide for Public Safety Answering Points

Public Safety Answering Points (PSAPs), often referred to as the nerve centres of public safety, are uniquely positioned to benefit from artificial intelligence tools.

Incorporating AI into PSAP operations can enhance efficiency, improve decision-making, and ultimately save lives. For agencies considering this step, the most overwhelming barrier can be understanding how to get started.

At this point, most people have at least experimented with AI tools like ChatGPT or Microsoft Co-Pilot. The specific tools available for the public safety sector aren’t exactly the same as those you’ve played with online, but they’re close enough to provide a level of comfort as you begin testing the AI waters.

The role of AI in PSAPs

First of all, it’s important to understand that bringing AI into PSAPs is not about replacing human call-takers, dispatchers or supervisors. Instead, it’s about augmenting their capabilities to give them extra reach, like a virtual assistant, to manage the increasing demands on public safety systems. AI can assist with tasks such as:

Speech-to-text transcription: Real-time transcription of 999 or 112 calls can help call-takers focus on the conversation while creating accurate records for future reference.

Language translation: AI-driven translation tools can bridge language barriers, particularly in busy tourist areas and those straddling national borders. These translation tools can minimize the cumbersome task of finding a translator when a non-native speaker calls for help. The real-time translation provided by AI, even if imperfect, is provided in seconds and can help callers receive timely assistance no matter what language they speak.

Predictive analytics: By analysing real-time streams of data against historical data, AI can anticipate call volume spikes and repeated patterns of activity, helping PSAPs allocate resources more effectively.

Call triage: Assistive AI-powered tools can analyse incoming calls, identify patterns, alert call takers and dispatchers to possibly connected events and help prioritize emergencies based on urgency.

Event summaries: Generative AI tools can summarize complex event logs generated by long-running events so they can be quickly assimilated by oncoming shifts. Indeed, all the events from the previous shift could be summarized to give a heads-up on what’s been happening and which districts have been most active.

These applications are just the beginning. As AI technology evolves, its potential to enhance public safety communications will only grow.

Identify challenges and plan

Implementing AI in an Public Safety Answering Point requires careful planning and collaboration among stakeholders.

Before adopting AI, it’s important to identify the specific challenges your PSAP faces. Are call volumes overwhelming your staff? Do language barriers delay response times? Are you struggling to predict staffing needs during peak hours? Understanding your pain points will help you select the right AI tools to address them.

AI adoption impacts a wide range of people, including call-takers, dispatchers, supervisors, IT staff, and public safety agencies. Involve these groups early in the process to ensure their concerns, insights, and expertise are considered. Building buy-in from the start will make implementation smoother and more successful.

Choose the right AI tools

Not all AI solutions are created equal, and not all are suitable for public safety applications. Look for tools specifically designed for PSAPs or those with proven success in similar environments.

For example:

Natural Language Processing (NLP): Tools with NLP capabilities can assist with call transcription, language translation, and sentiment analysis.

Machine learning: Predictive analytics platforms can identify trends and optimise resource allocation.

AI-powered chatbots: These can handle non-emergency inquiries, freeing up human staff to focus on critical calls.

Prioritize solutions that are user-friendly, scalable, and compliant with public safety recommendations like EENA guidelines.

In particular, look for tools that are built into trusted, agency-managed applications such as your CAD system so that generative AI inputs are controlled and not open to exploitation by rogue software injecting malicious prompts.

Ensure data security

Public Safety Answering Points handle sensitive information, from caller details to response plans. When implementing AI, prioritise data security and privacy. Ensure that vendors comply with relevant regulations and standards. Encryption, access controls, and regular audits are critical to maintaining trust and protecting sensitive data.

Train your staff

AI tools are only as effective as the people using them. Provide comprehensive training to ensure your staff understands how to use the new technology and integrate it into their workflows. Address any concerns about job displacement by emphasising AI’s role as a supportive tool, not a replacement for human expertise.

Start small and scale gradually

Rather than overhauling your entire PSAP with AI tools, start with a pilot program. Test the technology in a controlled environment, gather feedback, and measure its impact. Use the insights gained to refine your approach before expanding to a larger scale.

Once AI tools are in place, continuously monitor their performance. Are they meeting your expectations? Are there any unintended consequences? Regular evaluation will help you identify areas for improvement and ensure that the technology continues to deliver value.

Harness AI’s potential

Incorporating AI into PSAPs is a transformative step toward enhancing public safety operations. By streamlining workflows, improving decision-making, and enabling faster response times, AI has the potential to save lives and make PSAPs more resilient in the face of growing demands.

However, successful implementation requires thoughtful planning, collaboration, and a commitment to continuous improvement. By assessing challenges, engaging stakeholders, choosing the right tools, and prioritizing staff training and data security, PSAPs can harness the power of AI to better serve their communities.

Ultimately, AI is not just a technological upgrade; it’s a strategic investment in the future of public safety.

Nick Chorley is director of EMEA public safety and security for Hexagon’s Safety, Infrastructure & Geospatial division.

This blog post is sponsored by Hexagon.