Long-standing pressures on emergency communications are becoming harder to ignore. Incidents like the January Verizon outage left over 1.5 million people in “SOS” mode and raised alerts that 911 access could be impacted, highlighting how sensitive our infrastructure can be even in 2026.
At the same time, public expectations are changing fast. A recent survey found that 95% of Americans expect 911 operators to instantly access precise GPS location data, and 84% are concerned about reaching emergency services during large-scale outages or disasters. Emergency communications systems were built for a different era. As emergency scenarios grow more complex, we need to do a better job of implementing resilient technology to meet expectations.
We analyzed three years of data from our joint studies with NENA to truly understand the state of public safety, both the good and the bad, and spot the trends that will shape the sector in 2026.
1. AI-assisted call-taking will become standard operating procedure
Our 2025 Pulse 9-1-1 Report found that 86% of 911 telecommunicators are at least somewhat comfortable with AI assisting call-taking. Fueled by staffing shortages, increasingly complex calls, and call-taker burnout, fully manual workflows are unsustainable. Nearly half of non-AI ECCs are already interested in tools like real-time transcription, automated triage, language translation, and virtual assistants.
Across industries, AI copilots are reducing cognitive load and accelerating decision-making. Public safety is following the same arc. Public safety agencies are exploring AI as a support layer: tools that can capture key details, prioritize information, and reduce the burden on call takers during peak demand. As interest and adoption increase, the sector will need updated policies, training, and QA frameworks to safely incorporate AI into everyday call-taking.
2. Conversational AI for non-emergency calls will surge in adoption.
Data from ECC leadership and frontline professionals shows that non-emergency calls accounted for 50–80% of 911 traffic, making it a top challenge for ECCs in 2025. ECCs aren’t up to the same standard of consumer daily tech experiences that filter scam calls automatically, headphones that can provide real-time translation, and customer service
Agencies are starting to evaluate how automated systems can handle routine, informational, or duplicate calls so call-takers can stay focused on high-priority emergencies. As conversational AI becomes more mainstream, PSAPs will need new routing models, community education, and operational guardrails to help automation enhance, not complicate, the emergency response workflow.
3. Multimedia emergency calls will become baseline.
Across agencies, there’s a growing recognition that multimedia isn’t a “future feature” but the public’s baseline expectation for reporting emergencies. In fact, 31% of call centers are currently implementing incident imagery, with another 13% in the process. Because smartphones can share photos, videos, and texts, voice-only 911 interactions just feel outdated by comparison.
Voice-only 911 can slow the response during fast-moving or high-stress events. Video-enabled emergency reporting is showing a shift from pilot program to operational standard. As this shift accelerates, PSAPs will need policies, training, and the infrastructure capable of safely receiving, storing, and acting on video, images, and text so investigations and field response can keep pace with how the public communicates.
4. The generational shift in PSAP staffing will force rapid modernization.
Emergency communications centers are seeing a growing generational divide: many veteran call-takers are less comfortable with technology changes, while younger recruits expect intuitive, modern tools that mirror the digital environments they’ve used throughout their lives. At the same time, staffing shortages and high churn mean agencies can’t afford technology that frustrates one group or feels outdated to another.
Agencies will start treating modernization as a workforce strategy, not just a technology upgrade. Tools must be able to support both seasoned operators and digital-native hires, accommodate different learning curves, reduce training friction, and help PSAPs retain their talent. Outdated workflows will continue to contribute to attrition, and ECCs must prioritize platforms and processes that meet the needs of a mixed-experience workforce.
5. Rural and small agencies will leapfrog large metro centers in tech adoption.
Smaller PSAPs often have simpler procurement paths, fewer layers of approval, and a stronger incentive to adopt tools that streamline operations. Unlike large metro centers (where modernization projects can span years), rural agencies can move quickly and see almost immediate impact from efficiency gains, automation, and cloud-native systems.
Many rural PSAPs are evaluating or piloting tools that larger centers are still debating. It’s the rural agencies that are in a position to adopt new solutions in a timely manner. In 2026, expect to see rural America emerge as an early adopter and proof point for what modernized 9-1-1 operations can look like.
6. 9-1-1 data will finally extend beyond the call into EMS, transport, and hospital workflows.
Emergency response still operates in disconnected stages: 9-1-1 intake, dispatch, on-scene care, transport, and hospital arrival all run on separate systems with limited data sharing between them. But agencies, EMS providers, and hospitals are beginning to explore how data captured at the moment of the emergency can follow the patient from the first call through transport and into the hospital.
77% of ECCs are already leveraging accurate location data services, the foundational layer for cross-system medical coordination. This includes early coordination signals, automatic preparation for incoming patients, and logistical elements such as helipad or secure-gate access. As states evaluate NG9-1-1 healthcare partnerships, the industry is moving toward a more connected ecosystem where emergency data flows continuously rather than stopping at the PSAP.
Looking Ahead
AI, multimedia reporting, modernization strategies, and connected data systems aren’t trends; they will be essential tools for agencies striving for a more resilient emergency response system in every community. While predicting the future of public safety always carries some uncertainty, these insights show what agencies, technology providers, and the public can expect in 2026 and beyond.