Glenview Public Safety Command Center is using a new artificial intelligence program to train new and veteran 911 operators to handle nearly any emergency that may arise on the job, officials said. said.
“This is a game changer in the world of 911,” said Brent Reynolds, Director of Public Safety and Support Services for Glenview Village.
“It’s important to provide the highest level of service when the public calls 911,” he added.
He also said that if precious time can be the difference between life and death, everything can be life-saving.
Glenview recently partnered with a company called “Corti” to use its Voyager artificial intelligence platform and artificial intelligence skills lab to help train new 911 dispatchers, also known as telecommunicators, and upskill existing 911 operators. Did. Reynolds said training is important because correspondents coordinate communications between paramedics, police and the public.
The Voyager AI platform has been “trained” on thousands of hours of phone calls with medical patients and can identify words and trends in phone communications, according to Glenview village operations manager Annie Marchiafaba. The village said it uses the platform to identify correspondent questions, track call duration, and identify opportunities to improve results.
“The more feedback, the better,” she added. “The more feedback we give our telecommunicators, the better they perform.”
Marchiafaba said the two 911 call centers, one in Glenview and one in Highland Park, serve the Glencoe Police and Fire, Glenview Police and Fire, Grace Lake Police and Fire, Highland Park Police and Fire, Highwood Police and Kenilworth. It said it was accepting 911 calls from 11 neighborhoods, including Police, Lake Bluff Police and Fire, Lake Forest Police and Fire, Lindenhurst Police, Morton Grove Police, Northfield Police, Niles Police, Winnetka Police.
She said those two 911 centers receive about 84,000 calls a year and that with the new Artificial Intelligence Skill Lab, users can sit in front of a computer and make the different types of calls used by 911 operators, i.e. I mentioned that “scenarios” can be easily categorized. training and quality assurance.
“It’s not something we’ve ever been able to do,” she explained. “Previously, you had to save the call and set a time for them to pick up and listen to the call. You get the chance to find out.”
Trainees and experienced telecommunicators can easily receive emergency calls, anything from heart attacks to dog bites, and hear and learn from how 911 telecommunicators handle calls, says Reynolds. added Mr.
“It’s all based in medicine,” he said. “Starting CPR can be in any situation, from sick to cardiac arrest. is.”
“There are so many calls you can practice,” he said. “Telecommunicators in training never get cardiac arrest or suffocation calls. has increased.”
Brian L. Cox is a freelance reporter for Pioneer Press.
