New Orleans 9-1-1

For many Emergency Communication Centers, particularly those in large urban areas, managing multiple calls related to the same incident is a daily challenge. A prime example is a traffic accident, where a single event can trigger dozens of calls to 9-1-1. The result? Call takers become overwhelmed, call answer times increase, and the overall efficiency of the emergency response is compromised.

The Orleans Parish Communication District (OPCD) in New Orleans, which handles more than a thousand emergency calls daily, faced this very issue. Manually addressing surges in call volume was their standard operating procedure, which proved unsustainable given acute staffing challenges. In the words of Executive Director Karl Fasold, “There is a staffing crisis in our industry. I have roughly a third of my authorized & budgeted intake positions unfilled.” They needed a solution that could efficiently triage incoming calls, reduce redundancy, and allow Emergency Communication Specialists to focus on new incidents that required immediate attention.

Carbyne’s AI-V Emergency Call Triage, developed in close collaboration with Early Access (EA) program customers like OPCD, is specifically designed to address these challenges. Executive Director Fasold said “I made the decision that I was not going to burn out any more of my people.” The AI-powered feature automatically assesses incoming calls, identifies those related to the same incident, and provides immediate feedback to callers. This feedback helps reassure callers who are not in immediate need of assistance. By confirming that the incident in question is known to 9-1-1, AI-V Emergency Call Triage reduces the need for call takers to address the same incident multiple times.