The city’s Bureau of Emergency Communications is considering several options to alleviate growing call volume. Artificial intelligence is one of them.
PORTLAND, Oregon — This week, the city of Portland’s Bureau of Emergency Communications (BOEC) will begin testing a form of Artificial Intelligence (AI) while handling non-emergency calls.
During the city’s public safety call allocation work session last week, BOEC Director Bob Cozzie said they planned to use a system called Case Service Reporting and would turn it on a couple hours each day to test and refine it.
“An automated attendant will answer the phone on non-emergency,” explained Cozzie. “Based on the answers,
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