AI-Driven Transformation in 9-1-1 Operations

Artificial Intelligence is transforming how 9-1-1 centers save lives and serve communities. This technology offers enormous potential and necessitates important considerations, requiring thoughtful leadership to capture its benefits while safeguarding public trust. The National Telecommunications and Information Administration conducted a national landscape analysis to understand how 9-1-1 Centers are engaging with AI and other emerging technologies. This research surfaced insights directly from public safety leaders, highlighting early successes, common challenges, and areas of opportunity. This paper summarizes insights from NTIA’s national research effort that included an AI Symposium, four site visits, and 14 interviews with 9-1-1 leaders. It is designed to help 9-1-1 Center Directors and local officials understand how AI is being used effectively today and what is needed to scale its benefits.