The city of Reno is integrating artificial intelligence into its regional dispatch system to manage non-emergency calls, aiming to improve efficiency while ensuring 911 calls continue to be answered by human operators.
The new AI system allows callers to interact with a conversational voice assistant rather than navigating a traditional phone tree. The assistant gathers basic information, such as the nature and location of the call, and routes it to the appropriate department. The technology also transcribes calls in real time, helping dispatchers understand callers who may be difficult to hear.
Officials emphasized that 911 calls will still be handled directly by trained dispatchers. By shifting routine and repeatable tasks to AI, staff can focus on urgent, life-threatening situations. The system will flag critical keywords, including reports of weapons or active emergencies, and immediately transfer those callers to a live dispatcher.
Regional partners, including Sparks and Washoe County, are participating in the broader rollout, funded through the local 9-1-1 authority.
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