AI-backed Triple Zero, 111 calls win public support

New research suggests most Australians and New Zealanders support the use of artificial intelligence in Triple Zero and 111 emergency response. Many respondents favour AI that detects critical words in calls and flags incidents for faster handling.

The study consulted more than 2,500 residents across Australia and New Zealand. Independent firm Researchscape conducted the work in September.

The findings indicate broad acceptance of data sharing with emergency services. They also show concern about whether agencies can use that data effectively.

Overall, 86% of respondents said they feel comfortable sharing exact location data with emergency services. The same proportion applied across both countries.

A majority also support the use of AI in call centres. Some 58% backed AI that can detect critical keywords in emergency calls, such as "knife" or "collision".

The study examined expectations for modernising systems first set up in the early 1960s. It linked those expectations to the rise of smartphones and apps that offer new ways to contact authorities.

Researchers reported a gap between public willingness to share information and confidence that agencies can receive and act on it. This gap covered location data, medical records and wearable health metrics.

Three quarters of respondents said they would share information about medical conditions or allergies. Only 55% believed emergency services could take that data and improve response.

Just over half of respondents, 54%, said they would share wearable health data such as smartwatch or ring readings. Only 38% thought agencies could use that data during an incident.

The study also looked at how people want to contact emergency services. It found that the traditional phone call still dominates.

Some 88% of respondents chose phone as their preferred way to contact Triple Zero or 111. Many also nominated alternative channels.

SMS and text messaging were the top alternatives for 41% of respondents. Smartphone apps followed at 38%. Video calls were less popular but still chosen by 15%.

Generational differences were marked. Older residents favoured voice calls by a wide margin.

Among baby boomers, 95% preferred traditional voice calls. This suggests continuity in behaviour among older users.

A younger cohort showed different habits. Among millennials, 35% cited smartphone apps as their preferred contact method for emergencies.

The researchers said this shift highlights the need for emergency systems that can handle richer data. These data types include messages, images and video.

Craig Anderson is Executive Chair of the National Emergency Communications Working Group. The group focuses on coordination between emergency communications agencies.

"The Triple Zero and 111 hotlines have provided a lifeline for the public in times of crisis for more than 60 years, but the need to modernise emergency call handling technology has never been greater," said Craig Anderson, executive chair, National Emergency Communications Working Group (NECWG). "These research findings show that communities expect emergency services to keep pace with rapid technology change, as well as clear generational shifts among younger users to provide more ways to contact emergency services in addition to voice calls."

The study also measured awareness and trust in AI for emergency call handling. It found that most people did not know that agencies already develop or use AI tools in this area.

Some 78% of respondents were unaware of AI deployment in emergency call centres. Awareness levels strongly influenced trust.

Among people who knew that AI is in use or development, 56% said they trusted it. Among those who were unaware, only 19% expressed trust.

Support for specific AI functions was consistent across several use cases. Many respondents backed systems that prioritise calls, analyse video and translate languages in real time.

Some 55% supported AI that ranks emergency calls by urgency. A similar share, 52%, supported AI that identifies potential safety threats in live video feeds.

The same proportion, 52%, backed AI that provides live translation for callers who speak foreign languages. These functions sit alongside keyword detection in calls.

The results arrive as agencies review emergency call handling and computer-aided dispatch platforms. Many organisations plan upgrades over the coming years.

Con Balaskas is Managing Director at Motorola Solutions Australia and New Zealand. The company supplies communications and software products for public safety agencies in the region.

"In an era where we can track the arrival of rideshare services and use AI to deliver faster insights and improve our decision making, it's not surprising that the public wants to see their emergency services make use of these innovations to help keep our communities safer," said Con Balaskas, managing director, Motorola Solutions Australia and New Zealand. "These findings provide valuable insights to help public safety agencies align their technology modernisation strategies with community needs and expectations, fostering stronger collaboration, better emergency management and a pathway to a safer future."

Emergency communications groups and technology suppliers are expected to use the findings as they design future systems and training.