Crawford County, Pennsylvania, is implementing an artificial intelligence (AI) system to review the quality of 911 calls and emergency responses. The county commissioners have approved the purchase of CommsCoach Quality Assurance, an AI-infused solution, to enhance their quality assurance processes.
The decision comes as the county faces an increasing number of 911 calls, which has put a strain on the workload of 911 telecommunicators responsible for reviewing calls for quality assurance. Currently, six telecommunicators are involved in this process, which is described as tedious and monotonous. The new AI system will enable the review of a higher percentage of calls without adding to the workload of existing staff.
The CommsCoach system will not only improve the quality assurance process but also provide more detailed statistical data than is currently available. This data will allow emergency responders to identify areas for improvement in a more precise and actionable manner. Additionally, the AI system will help identify unwanted behaviors, ensuring that 911 callers receive professional and appropriate treatment.
According to Greg Beveridge, director of the Crawford County Department of Public Safety, the AI system was chosen after researching various platforms designed for quality assurance. He found CommsCoach to be one of the most comprehensive solutions available, offering multiple benefits, including reducing the workload on dispatch personnel and aggregating data in a highly useful manner.
The cost of implementing CommsCoach is $42,625 for the next year and a half, which is less than the cost of hiring an additional employee. The system is expected to allow current employees to focus more on dispatch systems and personnel, potentially improving emergency response times and quality.
The decision to implement CommsCoach has been well-received, with county commissioners impressed by its capabilities. Other dispatch centers in the region are also considering the same platform, putting Crawford County ahead of the curve in terms of adopting innovative technology to enhance emergency services.
