Owensboro-Daviess County Central Dispatch has introduced an artificial intelligence system to enhance emergency call responses. Director Paul Nave said the local dispatch center is one of the first in the southeastern U.S. to adopt AI technology, which is expected to streamline processes and improve response times.
“This technology is designed to help us multitask more efficiently. In 911, we’re constantly juggling multiple streams of information, from the phone to the radio, and this system transcribes radio communications almost instantaneously,” Nave said. “We can now see what was said on the screen in real-time, eliminating the need to replay recordings.”
The AI software, called Delphini, is designed for real-time public safety communications. Nave said it can recognize key emergency terms such as “second alarm” or “Mayday,” flag the words on the screen, and highlight them in bold red for dispatchers to quickly address. He said this feature enhances the safety of officers and firefighters by reducing the chance of missing critical calls for assistance.
“The system doesn’t replace jobs; it enhances them. This is ultimately a matter of officer and firefighter safety,” Nave explained. “If we can save 15 to 20 seconds by responding instantly, that could be the difference between life and death.”
Nave frequently attends national 911 conferences, where he encountered Delphini and recognized its potential to benefit Owensboro-Daviess County.
“This technology is still developing, and there are challenges along the way. But we’re committed to improving it with each step, as it learns and adapts over time,” he said.
The department will spend the next several months refining the AI through continual use and feedback, allowing the system to “learn” local speech patterns and specific terms unique to the area’s emergency calls, Nave said. He added that the system receives a batch of corrections every two weeks, becoming progressively more accurate with each update.
“Our enemy is time in the world of 911. If we can shave seconds off each task, we’re succeeding,” Nave said. “This technology is a powerful new tool to help us serve our community.”
