ASHEVILLE, N.C. (828newsNOW) — Not everyone is sold on Buncombe County’s plan to revamp call centers for public safety agencies to let machine learning technology answer and route non-emergency calls.

There’s already pushback on social media, and some people in downtown Asheville this week called the plan “crazy” or “dangerous.”

County officials announced this week that four local non-emergency numbers will be shifting to machine learning technology, meaning callers to non-emergency lines will ask their questions to machines which will transfer them to a live call-taker.

The change won’t affect 911 calls for police, fire or medical emergencies, which will be answered by humans.

“I like it if it helps get emergency services people here quicker,” Liz McGuirl said.

That is the goal, as county officials explained in a release announcing the move this week.

“Prior to using machine learning, our dispatchers were handling calls from people looking for directions to the Blue Ridge Parkway, reporting loud parties, or even checking to see when fireworks were scheduled,” Assistant County Manager DK Wesley said in a release.

“By diverting some of the more than 800 non-emergency calls per day to machine learning, our highly trained first responders can focus on emergencies when time is of the essence,” Wesley said.

But not everyone was sold on the idea.

Wanda McElrath and Dolly Simpson shared their thoughts while waiting at a downtown bus stop.

“That’s crazy,” McElrath said.

“Somebody’s life might be at risk. That’s dangerous. What are they going to do about somebody who might be elderly trying get help? They might get confused by that,” Simpson said.

“What if they get disconnected? How are they going to reach you back?” McElrath wanted to know.

A woman visiting from Virginia, who did not want to be identified, said she wasn’t sure she’d like it because, “I like talking to real people on the phone.”

Non-emergency lines moving to machine learning, are:

  • 252-1110 (Asheville Police Department non-emergency)
  • 250-6670 (Buncombe County Sheriff’s Office non-emergency)
  • 250-6650 (Emergency Management Services/fire non-emergency)
  • 250-6690 (Department of Social Services after hours/weekend/holiday)

Ricky Madden admitted he already had low expectations when it comes to police service.

“I think they already don’t answer, so I don’t think it’s going to make much difference,” Madden said. “If it’s just another gateway for calls for people to get to police, I guess it’ll be about the same. It’s stupid, but it’ll probably work.”

On the 828newsNOW Facebook page, there was a fierce debate about whether it will help human dispatchers react to 911 calls and get people help in emergencies more quickly and efficiently.

  • “This will ensure they can focus on their job, EMERGENCIES,” one person wrote in the comments.
  • “I see the theory behind it; however, it’ll probably lead to more false 911 calls due to people calling 911 to circumvent the process,” said another.
  • “You can’t get a live person now!” one commenter quipped.
  • And another person lamented, “Needing to hear a compassionate human on the other end of the line won’t be part of it.”