Key Takeaways
- Dispatch centers across the nation are facing severe staff shortages, but Lyon County is using new technologies to cope with the strain
- The Emergency Communication Center in Lyon County has introduced an AI tool called "Betty" to handle non-emergency calls
- Betty is responsible for handling 10 non-emergency call types and works alongside human 911 professionals
- The use of Betty has already shown a positive impact in just one month, helping to reduce distractions and improve focus on emergency calls
- The dispatch center is still in the four-month pilot period, testing and making adjustments to the new technology
Introduction to the Problem
Dispatch centers across the nation are dealing with severe staff shortages, which can lead to a decrease in the quality of service and an increase in burnout among employees. However, one center in Lyon County, Kansas, is taking a proactive approach to address this issue by incorporating new technologies. As Roxanne Van Gundy, the director of the Emergency Communication Center, explained, "We want to be focused for emergencies, focused for radio traffic when our responders need us and we can’t be answering calls that really we have no business answering in the first place." This approach has led to the introduction of an AI tool called "Betty," which is designed to handle non-emergency calls and alleviate some of the workload from human dispatchers.
The Role of Betty
Betty is an assistive technology that works alongside human 911 professionals to take non-emergency calls. According to Van Gundy, "Betty is an assistive technology. Betty does not replace anyone. She’s something that works alongside our 911 professionals to take non-emergency calls." Betty is responsible for handling 10 non-emergency call types, such as minor accidents, animal concerns, and lockouts. As Van Gundy explained, "We’ve taken a list of questions that we would train a human to ask and put it in Betty so she asks it just as a human would had you gotten a 911 telecommunicator." This allows Betty to gather the necessary information and develop a summary that is then sent to the dispatchers via email.
Addressing Skeptics
For those who may be skeptical about the use of AI in dispatch centers, Van Gundy assures that two human dispatchers are still in the center at all times, and safeguards are in place to ensure that emergencies are handled promptly. As she stated, "If something escalates, she’s sending you to a human right away." This approach ensures that the use of Betty does not compromise the safety and effectiveness of the dispatch center. Instead, it helps to reduce distractions and improve focus on emergency calls, ultimately leading to a safer community.
The Impact of Betty
The introduction of Betty has already shown a positive impact in just one month. As Van Gundy noted, "To see them to be able to have a breath after and not have to see them immediately go into the next thing that helps with retention, that helps with burnout and that for me in itself is a win." By removing distractions and passing them along to Betty, the dispatch center can focus on emergencies and provide better service to the community. This approach has also helped to improve retention and reduce burnout among employees, which is essential for the long-term success of the dispatch center.
The Future of Dispatch Centers
Lyon County’s dispatch center is one of the few across the entire state that is incorporating this technology. The center is still in the four-month pilot period, which will be dedicated to testing and making adjustments to the new technology. As Van Gundy explained, the goal is to create a more efficient and effective dispatch center that can provide better service to the community. With the use of Betty, the dispatch center is taking a significant step towards achieving this goal and setting an example for other dispatch centers to follow. As Van Gundy stated, "We want to be focused for emergencies, focused for radio traffic when our responders need us and we can’t be answering calls that really we have no business answering in the first place." This approach has the potential to revolutionize the way dispatch centers operate and provide better service to communities across the nation.
https://www.wibw.com/2026/01/08/lyon-co-emergency-communications-center-leans-into-artificial-intelligence-cope-with-strain-staffing-shortage/