KNOX COUNTY, Tenn. (WOKI / WVLT) — Knox County’s 911 call center is turning to artificial intelligence to help dispatchers respond more quickly and accurately to emergencies.
The upgrades come as part of a broader renovation of the county’s Emergency Communications District, which moved into a newly updated operations room in May. Alongside new equipment and workspace improvements, the center has introduced AI-powered tools that can transcribe and translate calls in real time.
Executive Director Brad Anders said the technology provides immediate support to dispatchers, helping ensure key details are not missed during high-pressure situations.
“If you’re listening to a phone call and you hear something in the background and you miss what somebody’s saying, that can be beneficial if you see it come across the screen as you’re doing the call,” Anders explained. “And especially if they’re speaking a different language, you can get that translation as well.”
The system handles a large workload—about 1,600 calls each day—making accuracy and efficiency critical.
Despite the use of AI, Anders emphasized that human operators remain at the center of the 911 process.
“We’re not doing anything call handling wise in AI currently,” Anders said. “And I don’t know that we would do 911 calls. We would do a non-emergency line.”
Instead, the AI tools serve as an assistive layer, providing real-time information without replacing the trained professionals answering emergency calls.
On the back end, the center is also using artificial intelligence to improve quality control. The system reviews between 70% and 80% of calls, scoring them for consistency and identifying potential areas for improvement.
“And it just gives us a better understanding of when our people are doing well and what corrections we need to make in policy and training,” Anders said.
The center’s upgrades extend beyond technology. Officials have also focused on improving working conditions for dispatchers by adding a quiet room and a workout space to support employee wellness.
In addition, Knox County recently established a fully operational backup 911 center—something Anders said had been lacking in the past. The new backup facility can be activated in 10 to 15 minutes, compared to more than an hour under the previous system.
The original 911 facility had been in use since 2003 and had not undergone a major renovation until now.
County leaders say the combination of new technology, improved facilities and added redundancy will enhance both emergency response and the working environment for dispatchers.
Knox County 911 (WVLT)
