BOULDER, Colo. – The Boulder Police and Fire Communications Center is introducing new artificial intelligence technology this month to enhance its response to non-emergency calls. The initiative aims to improve efficiency, allowing dispatchers more time to focus on higher-priority emergencies.
The AI technology will be used during limited hours and days of the week and will not handle 911 emergency calls. Safeguards are in place to ensure that any calls that escalate to emergencies can be immediately transferred to a dispatcher.
Police Chief Steve Redfearn emphasized that the dispatch center operates around the clock, managing both emergency and non-emergency communications. “This option will allow us to better serve everyone by giving them more time to focus on calls involving more serious threats of harm and violence to our community,” Redfearn said. He added that the AI will still provide professional service for lower-priority calls, which are important but can be efficiently handled by this technology.
Dispatch Manager Brad Riggin explained that the AI will eventually replace the traditional phone menu system currently in place. Rather than requiring callers to navigate a list of options, the new system will simulate a natural conversation to assess callers’ needs. “It will not be used to answer any 911 calls and if the technology detects concerns it will immediately transfer the call to a dispatcher,” Riggin said.
Potential non-emergency issues that the technology may address include:
- Abandoned vehicles
- Traffic crashes without injuries
- Animal complaints that do not pose a threat to public safety
- Cold assaults when the suspect is no longer present
- General assistance requests
- Cold burglaries where the suspect has left the scene
- Requests for extra patrol
- Noise complaints
- Parking issues
- Lost or found property
- Traffic complaints
- Cold trespasses with no suspect on scene
Residents who feel their service was inadequate or who wish to provide feedback can call the non-emergency line at 303-441-3333. Callers will be transferred to Dispatch, and those entering the Computer Aided Dispatch system will receive a survey for additional input.
The city plans to roll out the AI technology in phases throughout October, with hopes for full implementation by the end of November. For more information, residents can visit the Boulder city website.
