KALAMAZOO, MI (WKZO AM/FM) – Kalamazoo County dispatchers will be getting help from an AI solution to assist with processing non-emergency phone calls.
The Kalamazoo County Consolidated Dispatch Authority handles an average of 260,000 non-emergency calls per year, and 130,000 come into the dispatch center on the main non-emergency telephone number of 269-488-8911.
These calls will now be processed by Ava, KCCDA’s Virtual Assistant, powered by Aurelian.
Officials say Ava is quick to react to requests and responses to questions and speaks multiple languages.
The AI is designed specifically for emergency communications centers and can route calls appropriately and collect information for dispatching public safety resources.
Officials say they encourage callers to provide as much detail as they can to Ava to get the fastest response to a non-emergency request.
Dispatchers will review and monitor all calls that require public safety help to ensure accurate and complete information is being passed on. There are several fail-safes built in so if Ava cannot understand the caller’s needs or determines the incident is either in progress or an emergency, the call will immediately be transferred to a dispatcher.
KCCDA says the system will allow for efficient processing of non-emergency calls and keep dispatchers free to receive and respond to emergency calls.
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