Maryland Could Test AI-Based 311 Line

Maryland could lighten the load for 911 call centers by letting AI handle nonemergency 311 calls, state Sen. Cheryl Kagan (D) said at a House Health and Government Operations Committee hearing Wednesday. Kagan urged the committee to approve her SB-1068, which would direct the Department of Information Technology to evaluate the feasibility of an AI-based, statewide 311 system and possibly launch a pilot. She estimated that about 80% of the calls received by Baltimore’s call center are nonemergency. AI could help answer 311 callers’ questions while controlling costs, she said. Some committee members asked about adding more guardrails to the bill to avoid possible AI problems like implicit bias. Kagan said she is open to amendments, though she said the department would consider those issues, and she doesn’t want to be too prescriptive with the bill. Committee Chair Joseline Pena-Melnyk (D) said the bill will go to a subcommittee for further discussion. Also at the hearing, the committee considered SB-974, which would establish a 25 cent monthly 988 fee on landline and mobile services. There would also be a 25 cent fee on each retail transaction for prepaid wireless. The bill mirrors HB-933, which previously passed the committee. The House voted 121-17 to pass HB-933 March 18.