With 1,200 miles of land and water, bridgeless barrier islands, and a population that swells beyond one million during peak season, precision in Lee County’s 9-1-1 operations is essential. A mix of waterways and seasonal tourism often means callers can’t clearly describe their location. For telecommunicators, that uncertainty adds pressure to an already stressful environment.
This is the reality for Casey Allo, Chief of Emergency Communications for Lee County, Florida, a twenty-year veteran who has served communities from White Plains, NY to the Gulf Coast.
Per Chief Allo, implementing Motorola Solutions Assist AI offers significant benefits for Lee County by capturing critical details in real time and presenting them clearly, especially via the transcription and translation capabilities.
The difference real-time transcription makes
“A call taker is the most important piece of the puzzle when it comes to 9-1-1,” explains Chief Allo. “What we found at Lee County is that having a real-time transcription of the 9-1-1 call in front of the call taker, having it translate word for word what the caller is saying, and having it point out keywords you want to flag – all point to being more efficient and giving call takers more confidence.”
“They have an assurance they didn’t have before that what they’re hearing and what they’re putting into the system is accurate.” The Chief explains that, “If they miss something, they can quickly glance at the transcription. If there’s an accent or some kind of dialect they’re not familiar with, it’s easy to quickly glance over and know where you are in the conversation with the caller. And they can quickly verify and double verify the address provided by the caller.”
Chief Allo reminds us that, “Getting someone comfortable in the call taker position takes time and the Assist AI tool allows us to expedite that process. It not only strengthens what we’re doing, it brings a new level of camaraderie to the team so we can do our job to the best of our ability.”
One of the outcomes of Assist AI that Chief Allo is passionate about is culture. “The impact of Assist AI not only improves the call taker’s confidence and team camaraderie but also influences the culture. These tools embrace the culture Lee County is building. We know we are going to grow with technology. We’re going to provide the community with the best possible service that we can, and that means we are going to put the best tools in place. Assist AI is a second set of ears and eyes for the call taker. It is a tool built with and for the professionals who use it every day. And that’s a game changer.”
For more information on Assist AI, see the blogs below.
- Highlands County Sheriff’s Office: Enhancing 9-1-1 Operations with Assist AI
- Dipping toes into Next-Gen technology
- Scottsdale PD: How transcription fuels a faster response
Visit us at www.motorolasolutions.com
