Phoenix Integrates AI into 911 System to Streamline Non-Emergency Calls
December 15, 2025
In a major shift aimed at improving emergency response efficiency, the City of Phoenix has implemented artificial intelligence (AI) to handle non-emergency 911 calls. The system, launched in August 2025, allows human dispatchers to focus exclusively on life-threatening emergencies while AI manages routine inquiries.
Callers to the non-emergency line are now greeted with an automated message:
“Hello, you have reached the Phoenix Police Department non-emergency number. Do you want to continue in English?”From there, the AI guides users through a series of yes-or-no prompts to determine whether a human dispatcher is needed.
“It’s not supposed to be a replacement for dispatchers or operators,” said Allie Edwards, Phoenix Police communications bureau administrator. “It’s to help them and help the public to get through faster.”
Previously, dispatchers were responsible for both emergency and non-emergency calls, often resulting in long wait times. Some residents reportedly waited hours for assistance with non-urgent matters.
Vice Mayor Ann O’Brien, who advocated for the system for over a year, emphasized that the technology helps address staffing shortages and dispatcher burnout.
“We will be reducing the call volume load on our 911 dispatchers,” she said. “They are under so much stress and handling far more calls than they should be.”
New Behavioral Health Option Added
In addition to the AI rollout, Phoenix has introduced a new behavioral health option for 911 callers. Dispatchers now ask whether callers need mental health professionals alongside police or fire services. This proactive approach allows operators to assess whether trained behavioral health teams can respond independently or in coordination with emergency personnel.
This dual advancement—AI for non-emergencies and expanded mental health triage—marks a significant modernization of Phoenix’s emergency response system.
Source: Reporting adapted from ABC15 Arizona.
