Hyderabad: Telangana Police on Wednesday launched the AI-enabled Dial 112 Emergency Response Support System (TG-ERSS), an integrated platform designed to deliver faster, smarter and better-coordinated emergency services across the State.
Director General of Police C.V. Anand inaugurated the upgraded system at the Telangana Integrated Command and Control Centre (TGiCCC) in Hyderabad. Senior police officers, government officials and representatives of partner agencies attended the event.
Addressing the gathering, the DGP described the launch as a major milestone in Telangana’s technology-driven policing initiative. Moreover, he said Dial 112 serves as the first point of contact during emergencies. He added that the upgraded platform would strengthen public confidence in emergency services.
The platform integrates police, fire, ambulance, women safety, child protection, disaster response and other emergency services through the single national emergency number 112.
AI-enabled Dial 112 improves emergency response
The new platform uses artificial intelligence to filter duplicate and non-emergency calls. In addition, it prioritises incidents based on urgency, routes calls to the appropriate agency and supports AI-assisted dispatch.
The system also offers voice-to-text transcription. It identifies callers through Location-Based Services (LBS), Advanced Location Services (ALS) and Google Maps. It also provides real-time dashboards, a unified interface for call takers and dispatchers, and drone integration.
According to the DGP, average call-handling time has dropped from 100 seconds to 69 seconds. Similarly, dispatcher time has fallen from 90 seconds to 64 seconds. Overall processing time has reduced from 190 seconds to 133 seconds. The improvement is nearly 30 per cent.
Telangana currently records an average emergency response time of six minutes in urban areas. Rural response averages 15 minutes. Overall, the State average stands at 10 minutes and 30 seconds, well below the national average of around 18 minutes.
The TG-ERSS Dial 112 Centre operates round the clock with 164 trained personnel and 900 SIP-based communication channels. Every day, the Interactive Voice Response platform receives nearly 14 lakh calls. Call takers answer about 18,000 emergency calls. They dispatch around 7,500 incidents for field action.
Drones and smart technologies strengthen emergency response
A total of 1,860 patrol vehicles, including 788 four-wheelers and 1,072 two-wheelers, are integrated with the platform across all 31 police units. Consequently, the system identifies the nearest available patrol vehicle and enables faster deployment.
The DGP said advanced location technologies identify about 94 per cent of callers through LBS. Digital mapping identifies another five per cent. ALS identifies the remaining one per cent.
He said Telangana Police had migrated Dial 100, the AI-enabled Dial 112 platform and multiple emergency helplines to the government-owned infrastructure at TGiCCC without disrupting public services. Further, the new platform replaces the legacy system with SIP architecture, AI-assisted dispatch, real-time dashboards and a unified interface. It also expands intelligent system features from 118 to 236.
As part of the next phase, Telangana Police will introduce AI-enabled drones on a pilot basis in the Hyderabad, Cyberabad, Malkajgiri and Future City Commissionerates. The drones will support emergency response during fires, road accidents, disasters, law and order situations, search and rescue operations, and crowd management.
The DGP said the future roadmap includes greater use of artificial intelligence, predictive analytics, smart-city integration, multilingual virtual assistants and advanced decision-support tools. Finally, he urged citizens to use Dial 112 as the single emergency number for police, fire, ambulance and other emergency services.