Long Beach plans use of artificial intelligence program to review 911 dispatch calls
Long Beach plans use of artificial intelligence program to review 911 dispatch calls
Publish Date: 2026-02-22 10:44:00
Source Domain: abc7.com
- Long Beach is implementing AI to review 911 calls with the CommsCoach AI program, developed by GovWorx, to evaluate dispatcher performance for quality assurance.
- The city receives about 600,000 emergency calls annually, necessitating the AI’s ability to review 12,000 calls based on national standards for quality assurance.
- The AI will assess dispatchers on professionalism, tone, follow-up questions, and judgment, scoring each call as part of the annual evaluation.
- Supervisors, who previously conducted manual reviews, will now focus on providing coaching based on AI-flagged calls.
- Officials emphasize that AI is designed to enhance the review process, not to replace human jobs, and will help ensure 100% of calls are assessed.
- The city worked diligently to address privacy and data security concerns, ensuring the software complies with relevant guidelines and mandates.
- The program is currently in a pilot phase, with plans to launch it soon, aiming to leverage AI’s capabilities to handle an increased review volume efficiently.
