I (mostly) agree. I was just TL;DR'ing it for the shocking number of people who are commenting about things that are already addressed in the article that they didn't bother reading.

I hesitate to agree with "absolutely" though. I don't know enough about their situation to confidently have an opinion that strong[^1].

AI can be useful for some dynamic situations – and 911 call centers can get pretty "dynamic" at times.

Imagine a busy 911 call center. Clippy appears (wearing a firefighter uniform) on an operator's screen with a message like "The last 4 calls were about the same car fire. There are currently 9 calls in the queue. Want me to triage?" It would take WAY less time for a busy operator to click "Yes" than it would to step away and go record some voice message, configure some automated thing, etc.

[^1]: I only ever knew one dispatcher personally, and even in her town (much lower population than New Orleans'), they were overworked.