9-1-1作战中的人工智能驱动转型

September 2025 Executive Summary Artificial Intelligence (AI) is transforming how 9-1-1 centers save lives and serve communities.This technology offers enormous potential and necessitates important considerations, The National Telecommunications and Information Administration (NTIA) conducted anational landscape analysis to understand how 9-1-1 Centers are engaging with AI and other This paper summarizes insights from NTIA’s national research effort that included an AISymposium, four site visits, and 14 interviews with 9-1-1 leaders. It is designed to help 9-1-1Center Directors and local officials understand how AI is being used effectively today and AI as a Response to Operational Challenges Current Challenges & AI Solution:9-1-1 Centers face escalating call volumes, staffingshortages, and aging infrastructure. AI tools are essential, deployable solutions fortriaging calls, transcribing audio, translating, and reducing non-emergency call Proven Impact:AI tools have reduced non-emergency call volume byup to 40%atJefferson County Communications Center Authority (Jeffcom 911), and by about36%on averageat Monterey County Emergency Communications District (Monterey Success Factors &Barriers:Effective AI deployments feature strong local leadership,flexible procurement, and staff inclusion. Obstacles include rigid procurementprocesses, a lack of national standards, and vendor lock-in. These challenges are AI's Workforce Support:AI fundamentally supports telecommunicators by reducingrepetitive tasks and enhancing real-time information access, with the potential to National Imperative:National-level action is essential to establish AI maturityframeworks, enforce open Application Programming Interface (API) standards,embed cybersecurity safeguards, reform outdated procurement models, define Reinforcing Public Service:Properly implemented, AI adoption in 9-1-1 reinforceshigh-quality public service by reducing administrative burdens and supporting staff Urgency for Action:Swift action is paramount to ensure all centers can access thesetools before the technology gap widens, preventing a fragmented emergency Strategic Imperative:AI is a force multiplier for workforce stability, public safety,and modernization, ensuring system resilience and robust backup protocols. Key Actions for Directors AI is not a future concept. It is a present-day necessity for modernizing emergencyresponse. As part of the broader NG9-1-1 vision, AI tools are already reshaping how 9-1-1Centers operate and support their workforce. These opportunities emerged across NTIA’s 1.0 AI Impact &Current State The 9-1-1 community is at a criticaljuncture, navigating rising demandswith evolving technology. The shifttoward NG9-1-1 systems offers a pathto modernization, with AI playing apivotal role in enhancing response Key AI Capabilities in 9-1-1 Natural Language Processing (NLP):Computational analysis used by machines tointerpret text and speech data, usually in specific contexts. Supports call Large Language Models (LLMs):Models that streamline NLP capabilities across abroad range of data, including video and audio. Enables generative tasks, such as Predictive Forecasting:A combination of AI capabilities used to infer futuretrends or outcomes based on historical data patterns. Informs proactive resource Cloud-Based Intrastructure Transition to cloud-native platforms is fundamental for AI, enabling scalable callhandling, rapid tool deployment, and disaster resilience. Orleans ParishCommunications District (OPCD), a leading early adopter, has demonstrated near-zero downtime (only 2.5 hours of downtown since June 2022) by leveraging cloud-native systems; OPCD uses AI to filter duplicate motor vehicle accident (MVA) calls Proven Impact on Operations AI empowers telecommunicators by automating repetitive tasks and providing real-time Reduced Administrative Volume:At Monterey County ECD, AI reduces non‑emergency callvolume by about36% on average, with apeak near 39%in late 2024. On a typical day, AIresolves over100 non‑emergency callswithout human intervention, allowing Improved Answer Times:At Jeffcom 911, AI deployment produced an initial40%year‑over‑yearreduction in administrative calls, stabilized at a sustained33% reduction, and a5% or greater Enhanced Training:Monterey County ECD uses AI-based training simulations and an AI-supported Quality Assurance (QA) program. Together, these tools are improving the trainingprogram and building trainee confidence. Across the last six academies prior to AI integration,the department averaged43% retention. In the most recent three academies, where AI tools AnticipatedBenefits:By reducing administrative call volume, telecommunicators can respondmore quickly to life-threatening emergencies, improving outcomes and more effectively saving Bridging the maturitydivide requiresstrategic alignmentacross policy, 2.0 Challenges & Despite AI's potential,widespread adoption faceshurdles, including