Call centers are being transformed by new AI technology

Ohio-based AI technology developed at the Air Force Research Lab is revolutionizing emergency call centers across the country. “Delphini” is a cloud-based AI technology that transcribes live radio and 911 calls in real-time, providing crucial information to call takers quickly and accurately.

Smart Response Technologies President Tim Shaw, a Marine Corps veteran and former FBI special agent, is leading the charge to implement Delphini in emergency call centers. The technology allows for the transcription of live radio transmissions and 911 calls, making it easier for call takers to understand and respond to emergencies effectively.

Brad Flanagan, Emergency Operations Manager for the Pitkin County Regional Emergency Dispatch Center in Colorado, praises Delphini for its life-saving capabilities. The technology provides real-time references for call takers, allowing them to respond to emergencies more efficiently.

Shaw emphasizes the importance of ensuring dispatchers do not miss any critical information during emergency calls. By utilizing Delphini, call centers can dispatch first responders with more accurate and timely information, ultimately making communities safer and reducing stress on dispatchers.

Delphini technology is the first of its kind and has been successfully implemented in call centers across several states, including Ohio, California, Texas, Colorado, Virginia, and Florida. With its cloud-based capabilities, Delphini can be accessed from anywhere, providing a valuable resource for emergency call centers nationwide.