Telangana unveils smarter AI-Enabled Dial-112

The Interactive Voice Response system receives about 14 lakh calls daily, of which around 18,000 emergency calls are answered and 7,500 incidents are dispatched

Power of NextGen Dial-112

1. The AI-powered NextGen Dial-112 Emergency Response Support System integrates police, fire, ambulance and other emergency services through a single emergency number.
2. The upgraded platform has reduced overall call centre processing time by nearly 30% (from 190 seconds to 133 seconds) using AI-based call filtering, prioritisation and dispatch.
3. With 1,860 digitally integrated patrol vehicles and advanced caller-location technology, Telangana maintains an average emergency response time of 10 minutes 30 seconds state-wide, well below the national average of 18 minutes.

Metro India News | Hyderabad

Telangana Police on Wednesday launched the NextGen Dial-112 Emergency Response Support System, an AI-enabled integrated platform aimed at delivering faster, smarter and better-coordinated emergency services across the State.

Inaugurating the upgraded system, Director General of Police C.V. Anand said the platform marks a major milestone in Telangana's technology-driven, citizen-centric policing. He described Dial-112 as the first point of contact during emergencies, adding that the speed and professionalism of response directly influence public confidence.

The upgraded platform integrates police, fire, ambulance, women's safety, child protection, disaster response and other emergency services through the single national emergency number, 112, providing citizens with a unified gateway for assistance.

The system uses artificial intelligence to filter duplicate and non-emergency calls, prioritise incidents based on urgency, route calls to the appropriate service and assist in dispatching field personnel. It also features voice-to-text transcription, real-time dashboards, performance analytics, a unified interface for call takers and dispatchers, and integration with drones and other emerging technologies.

Officials said Telangana's average emergency response time is about six minutes in urban areas, 15 minutes in rural areas, and 10 minutes 30 seconds statewide, significantly lower than the national average of around 18 minutes. The Dial-112 Centre functions round the clock with 164 trained personnel. The upgraded platform has already improved efficiency. Average call-handling time has dropped from 100 seconds to 69 seconds, while dispatcher handling time has fallen from 90 seconds to 64 seconds. Overall call centre processing time has declined from 190 seconds to 133 seconds, a nearly 30% improvement.

Officials said integrating Dial-100 with the government-owned infrastructure at the Telangana Integrated Command and Control Centre and merging it with Dial-112 has strengthened operational control, reduced dependence on external vendors and lowered recurring costs.

The Interactive Voice Response system receives about 14 lakh calls daily, of which around 18,000 emergency calls are answered and 7,500 incidents are dispatched. An advanced call-filtering system screens spam, blank and unintended calls, while 1,860 digitally integrated patrol vehicles across 31 police units enable faster deployment. Officials added that advanced location technologies now identify the location of 94% of callers through Location-Based Services, ensuring quicker assistance even when callers cannot communicate their location.