Non-emergency calls to the San Diego County Sheriff’s Office are being answered by an artificial intelligence agent as of this weekend, officials said.
The aim is to reduce wait times, specifically for callers who do not have an immediate emergency.
All emergency calls to 911 will continue to be answered by trained dispatchers, according to a statement from the sheriff’s office. Calls to the non-emergency number are now being greeted by a voice AI agent known as Hyper, officials said.
The AI asks a short series of questions to transfer callers to the correct sheriff’s resource, provide callers with the information they are seeking or connect them with a dispatcher.
“Hyper’s Voice AI system helps get callers the assistance they need faster. It’s a practical use of technology that improves outcomes for our community,” said Ashish Kakkad, chief information officer for the sheriff’s office. “By automating the routing of non-emergency calls, our trained call takers can focus more of their time on emergency situations that require judgment, empathy and critical thinking.”
The department receives up to 400,000 non-emergency calls per year. Under the new system, all interactions will be recorded and transcribed in real time.
Hyper will transfer the call to a trained dispatcher if the situation is an emergency.
The AI also will transfer the call if the system does not understand the person on the line or if the caller requires a language or translation service not supported by the system.
The system also will transfer calls to a dispatcher if unusual activity or discrepancies are detected, or if the request falls outside the system’s standard operating procedures.
The sheriff’s non-emergency number at 858-868-3200 should be used to request information, make a report or reach a member of the department when there is no emergency.
The emergency 911 number is for immediate threats to life or property, a crime in progress, or aid for those who have a serious injury, fire or medical emergency.
Hyper is a technology company that builds AI voice systems designed for non-emergency police communications. Hyper was founded by veteran technology engineers, former government officials and dispatch experts.
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