Telangana Police Launches AI-Enabled Next-Generation Emergency Response System Dial 112

Hyderabad, Aug. 5 (TNT): Telangana Police on Wednesday launched the Next-Generation Telangana Emergency Response Support System (TG-ERSS) – Dial 112, an Artificial Intelligence-enabled integrated emergency response platform aimed at providing faster, smarter and coordinated assistance to citizens across the state.

The upgraded system was inaugurated by Director General of Police (DGP) C.V. Anand,  at the Telangana Integrated Command and Control Centre (TGiCCC), Hyderabad, in the presence of senior police officers, government officials and representatives of partner agencies.

The new platform integrates Police, Fire Services, Ambulance Services, Women Safety, Child Protection, Disaster Response and other emergency services through the single national emergency number 112, providing citizens with a unified gateway for emergency assistance.

Addressing the gathering, Anand said the launch marked a major milestone in Telangana’s journey towards technology-driven policing and citizen-centric emergency response.

He said Dial 112 serves as the first point of contact for citizens during emergencies and the speed, efficiency and professionalism in handling calls directly impacts public confidence.

The AI-powered system includes intelligent filtering of duplicate and non-emergency calls, AI-based incident prioritisation, smart call routing, AI-assisted dispatch of field resources, voice-to-text transcription of emergency conversations, advanced caller location identification through Location-Based Services (LBS), Advanced Location Services (ALS) and Google Maps, real-time dashboards, performance analytics and a unified interface for call takers and dispatchers.

The platform has also been integrated with drones and other emerging emergency response technologies.

According to the DGP, the upgraded system has significantly improved call processing efficiency. The average time taken by call takers has reduced from 100 seconds to 69 seconds, while dispatcher processing time has come down from 90 seconds to 64 seconds.

The overall call centre processing time has been reduced from 190 seconds to 133 seconds, an improvement of nearly 30 per cent, he said.

Telangana currently records an average emergency response time of around six minutes in urban areas, 15 minutes in rural areas and 10 minutes 30 seconds across the state, which is significantly lower than the national average of approximately 18 minutes, the DGP said.

The TG-ERSS Dial 112 Centre operates round-the-clock with 164 trained personnel and 900 SIP-based communication channels.

The system receives nearly 14 lakh calls daily through the Interactive Voice Response system, with around 18,000 emergency calls answered by call takers and approximately 7,500 incidents dispatched to field units every day.

An advanced call filtering mechanism helps identify and filter unintended, blank, spam, silent and non-emergency calls, reducing the workload on call takers and improving response efficiency.

A total of 1,860 patrol vehicles, including 788 four-wheelers and 1,072 two-wheelers, have been digitally integrated with the platform across all 31 police units in Telangana.

The system automatically identifies the nearest available patrol vehicle, enabling faster deployment and real-time monitoring of responses.

Advanced location technologies have further improved caller identification, with around 94 per cent of caller locations identified through Location-Based Services, 5 per cent through digital mapping and 1 per cent through Advanced Location Services.

The DGP said the transformation involved migrating Dial 100, Dial 112 and multiple emergency helplines from the legacy platform to the government-owned infrastructure at TGiCCC. The migration of Dial 100 from the previous GVK EMRI facility at Kompally was completed without disruption to emergency services.

The upgraded system represents a shift from PRI technology to SIP architecture, manual dispatch to AI-assisted dispatch, basic location tracking to advanced location technologies, static reporting to real-time dashboards, multiple application screens to a unified interface, and 118 system features to 236 intelligent features.

The DGP described the initiative as a comprehensive transformation of Telangana’s emergency response architecture rather than merely a software upgrade. He added that the migration to government-owned infrastructure has enhanced operational control, reduced dependence on external vendors and generated savings in recurring expenditure.

As part of the next phase of modernisation, AI-enabled drones will be introduced on a pilot basis in the Hyderabad, Cyberabad, Malkajgiri and Future City Commissionerates, he said that these drones will act as aerial first responders, providing real-time visual intelligence during fires, road accidents, disasters, law and order situations, crowd management incidents and search and rescue operations.

The future roadmap of TG-ERSS includes greater adoption of Artificial Intelligence, predictive analytics, smart city integration, multilingual virtual assistants, drone-assisted operations and next-generation decision-support systems.

The DGP emphasised that while technology plays a crucial role, the effectiveness of the system depends on the commitment and coordination of call takers, dispatchers, patrol officers, supervisory officers, technical teams and personnel from partner departments.

He urged citizens to remember 112 as the single emergency number for Police, Fire, Ambulance and other emergency services and appealed to media organisations to support awareness campaigns about Dial 112.

A live demonstration of the AI-enabled platform was conducted during the launch, showcasing intelligent call processing, location identification, incident prioritisation, nearest patrol vehicle dispatch, live monitoring and real-time operational dashboards.

With the launch of the next-generation Dial 112 platform, Telangana Police further strengthened its position in integrated emergency response and technology-enabled policing.

“One Nation – One Emergency Number – Dial 112.”

TNT TS