New Orleans is using AI to triage 911 calls in case of backlog
New Orleans is utilizing an AI agent to triage 911 calls during periods of high volume, specifically for motor vehicle accidents. The system was active during a 2025 terrorist attack, where it briefly misclassified the incident before routing calls to human operators.
Why it matters
The use of AI in emergency services raises critical questions about automation, transparency, and the potential for errors in life-critical situations.
An automated agent answers some incoming 911 calls in Orleans Parish before any human call taker does, [ 1 ] & callers are not explicitly told when they are speaking to an AI system . [ 1 ] During the Bourbon Street terrorist attack of January 1, 2025, [ 2 ] The Times-Picayune reported that an AI agent answered the first two 911 calls before routing them to a human, & that for roughly 20 seconds the incident was classified as a hit-and-run crash , according to OPCD Executive Director Karl Fasold. [ 1 ] The Orleans Parish Communication District (OPCD) says the tool engages only for motor vehicle accident calls, only when every human call taker is already busy, & only when the caller is within about 200 meters of a crash that has already been reported. [ 3 ]
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