AI-Powered Automation in State and Local Call Centers Bolsters Disaster Resilience

In this editorial, the author describes how artificial intelligence (AI) can support call centers during disasters by reducing workload, providing pre-recorded information, routing and sharing caller information with call-takers, assisting with management integration, and making the process more efficient. AI can also be used to collect and analyze data after a disaster, helping localities plan for and program call centers to respond to certain queries.