KALAMAZOO COUNTY, MI — The Kalamazoo County Consolidated Dispatch Authority is now utilizing a synthetic intelligence (AI) system to reply to some calls that are available via a non-emergency line.
The calls will now be processed by Ava, the dispatch heart’s new digital assistant. The tech is powered by Aurelian, a Seattle-based software program firm, the Kalamazoo County dispatch heart mentioned in a information launch whereas saying the AI on Thursday, Dec. 19.
Ava is fast to react to requests and reply to questions. It speaks a number of languages, officers mentioned. The AI is “very good,” the company mentioned.
The corporate advertises the expertise as “a powerful Voice AI that doesn’t simply route callers, however truly solves their wants.”
The AI agent is designed particularly for emergency communications facilities, together with routing calls appropriately and amassing data for public security assets to be dispatched, the the information launch states. The dispatch heart encourages callers to offer as a lot element as potential to the AI to get the quickest response to non-emergency requests.
“We’re attempting to unlock a few of our employees to have extra time to take care of emergencies,” Kalamazoo County Dispatch Authority Govt Director Jeffery Troyer mentioned.
All calls that require public security help are reviewed and monitored by dispatchers to make sure full and correct data is handed on to the proper useful resource, Kalamazoo County Dispatch Authority mentioned.
A number of “fail-safes” are within the system, Kalamazoo County Dispatch Authority mentioned.
If Ava can’t perceive the caller’s wants or determines the decision to be an emergency, the decision is instantly transferred to a dispatcher to help, officers mentioned.
There are occasions when the decision heart is dealing with a excessive quantity of calls, like during a tornado, he mentioned. The AI will probably be helpful for these instances, when dispatchers typically can’t get to the non-emergency calls.
A name positioned to the non-emergency quantity Thursday afternoon was answered by the AI. The decision was promptly forwarded to Troyer after the caller requested for the director. Hear the AI’s voice within the video beneath as Ava transfers the decision:
Previously, the switch would have been dealt with by a human.
The ability handles a mean of 260,000 non-emergency calls per yr together with police, hearth and medical incidents. About half of the calls come via the principle non-emergency quantity, 269-488-8911, and the AI will deal with these calls, the company mentioned.
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