"The move comes after reports of long wait times for low-priority calls, with one woman previously telling CBC Toronto she waited 12 hours on the line before being disconnected. Supt. Gregory Watts, with the TPS communications unit, says that won't happen anymore with the use of AI. The adoption of this new technology should quite frankly make that null and void, he told CBC Toronto. Because now everybody that calls the non-emergency line ... gets answered immediately by the AI system."
"TPS has contracted Hyper, a Canadian company that specifically provides an AI solution for non-emergency calls. Once it's implemented, callers to TPS's *877 line will encounter an automated voice that they can speak to similar to Apple's Siri or Amazon's Alexa. The introduction of the Hyper system is just one of the ways TPS is tackling long 911 wait times, by freeing up more communications operators to focus on high-priority calls, according to Toronto Police Service Board chair, Shelley Carroll."
An artificial intelligence system will begin handling Toronto Police Service non-emergency calls starting in February to address long wait times for low-priority calls, including cases where callers waited many hours. The system, provided by Canadian firm Hyper, will answer the *877 line with an automated voice that users can speak to like Siri or Alexa. The change is intended to free communications operators to prioritize high-priority 911 calls. Halton police report reduced 911 wait times after adopting the same technology. The Toronto service previously used Clearview AI for facial recognition and later ceased its use. 911 calls will still be answered by human operators.
Read at www.cbc.ca
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