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Seattles 911 AI Triage System Diverts Calls to Texas, Raising Privacy and Safety Concerns
Seattle’s Fire Department has been using an artificial‑intelligence system to analyze and triage medical 911 calls for more than two years, a practice that was revealed by The Seattle Times in late June 2026. The system, supplied by the Danish company Corti, listens to the entire audio stream of a call, including background noise, the caller’s breathing pattern and vocal tone. It then produces live prompts on the dispatcher’s screen that suggest whether the caller should receive an ambulance or be routed to a nurse‑staffed call center in Texas.
Corti’s technology was first deployed in Seattle in 2021 for quality‑assurance purposes, but the live triage feature that directs calls to the Texas nurse line began in December 2023. Dispatchers are still in control and can override the AI’s recommendation, but the system’s prompts are designed to influence decision‑making in high‑stress situations.
The deployment bypassed Seattle’s comprehensive surveillance ordinance, which requires public agencies to conduct a formal review of any technology that monitors or evaluates individuals. According to reports, the fire department did not seek mayoral approval, did not hold public hearings, and did not submit the system for a racial‑equity toolkit assessment. Legal scholars and civil‑rights advocates have criticized the lack of transparency, arguing that citizens have a right to know how a proprietary algorithm is deciding whether they receive immediate emergency care.
The system’s impact on public safety came to light in a 2022 incident that is now the subject of a lawsuit. An elderly Seattle resident called 911 for medical help, was routed to the Texas nurse line, and waited more than ten hours for an ambulance. The patient died in her apartment, and her estate has filed a suit against the city, citing the AI‑driven diversion as a contributing factor. The case illustrates the potential danger of relying on automated triage when human lives are at stake.
In response to the backlash, Seattle Fire Department Assistant Chief Chris Lombard emphasized that dispatchers retain final authority and can ignore the AI’s prompts. Mayor Katie Wilson announced that the city is drafting a public‑facing AI governance framework that will apply to all current and future AI deployments. While the framework is intended to address concerns about accountability and human oversight, critics say it does not remedy the years of covert monitoring that eroded public trust.
The Seattle experience is part of a broader regional trend. Snohomish and Kitsap counties have begun using similar triage algorithms on non‑emergency lines, and the Tri‑Cities region is testing its own system. The spread of AI triage in public‑safety agencies raises questions about how municipalities balance cost savings with the need for reliable, equitable emergency response.
At present, the Seattle Fire Department continues to use Corti’s system, and the city has not announced a plan to discontinue it. The mayor’s office has said it will publish the new AI governance framework in the coming months, but no timeline has been set for its implementation. The lawsuit against the city is ongoing, and the broader debate about algorithmic decision‑making in emergency services remains unresolved.
Corti’s technology was first deployed in Seattle in 2021 for quality‑assurance purposes, but the live triage feature that directs calls to the Texas nurse line began in December 2023. Dispatchers are still in control and can override the AI’s recommendation, but the system’s prompts are designed to influence decision‑making in high‑stress situations.
The deployment bypassed Seattle’s comprehensive surveillance ordinance, which requires public agencies to conduct a formal review of any technology that monitors or evaluates individuals. According to reports, the fire department did not seek mayoral approval, did not hold public hearings, and did not submit the system for a racial‑equity toolkit assessment. Legal scholars and civil‑rights advocates have criticized the lack of transparency, arguing that citizens have a right to know how a proprietary algorithm is deciding whether they receive immediate emergency care.
The system’s impact on public safety came to light in a 2022 incident that is now the subject of a lawsuit. An elderly Seattle resident called 911 for medical help, was routed to the Texas nurse line, and waited more than ten hours for an ambulance. The patient died in her apartment, and her estate has filed a suit against the city, citing the AI‑driven diversion as a contributing factor. The case illustrates the potential danger of relying on automated triage when human lives are at stake.
In response to the backlash, Seattle Fire Department Assistant Chief Chris Lombard emphasized that dispatchers retain final authority and can ignore the AI’s prompts. Mayor Katie Wilson announced that the city is drafting a public‑facing AI governance framework that will apply to all current and future AI deployments. While the framework is intended to address concerns about accountability and human oversight, critics say it does not remedy the years of covert monitoring that eroded public trust.
The Seattle experience is part of a broader regional trend. Snohomish and Kitsap counties have begun using similar triage algorithms on non‑emergency lines, and the Tri‑Cities region is testing its own system. The spread of AI triage in public‑safety agencies raises questions about how municipalities balance cost savings with the need for reliable, equitable emergency response.
At present, the Seattle Fire Department continues to use Corti’s system, and the city has not announced a plan to discontinue it. The mayor’s office has said it will publish the new AI governance framework in the coming months, but no timeline has been set for its implementation. The lawsuit against the city is ongoing, and the broader debate about algorithmic decision‑making in emergency services remains unresolved.
