Why Are 911 Call Takers Still Answering Parking Complaints?

Rethinking Emergency Response in the Age of AI and Automation

In 2025, when AI and automation are becoming the new normal in all aspects of life, it’s no surprise that these technologies are making their way into areas such as public safety. This raises an important question:

Can bots augment the first of the first responders in 911 command centers?

Imagine having a life-saving CPR call immediately followed by a citizen calling to report a parking violation. As surreal as it sounds, it’s often the everyday reality of 911 telecommunicators.

Working under intense pressure in a demanding role, emergency call takers must frequently shift focus during each shift. Not only can it contribute to emotional fatigue and lead to burnout, but it also places a heavy burden on operations of public safety answering points (PSAPs).

Losing Three Hours Per Shift When Every Second Counts

Tim Kane (ENP, CMCP), the Operations Manager of the Arlington County Division of Public Safety Communications and Emergency Management, a primary PSAP for Arlington County, Virginia, recently gave an insightful talk at Verint’s annual Public Sector Summit on the transformative potential of AI and automation in 911 and public safety operations.

In his session entitled “AI in Public Safety: How to Implement AI from a Manager’s Standpoint,” he debunked common myths around AI and highlighted the importance of forward-thinking strategies and technologies in PSAP operations—particularly in leveraging automation for handling non-emergency calls.

He pointed out that in 2022, a staggering 70 percent of calls received by the Arlington County PSAP were non-emergencies, including fire alarm inquiries and vehicle tows on private property. These types of calls consumed an estimated THREE (!) hours of each shift, based on average processing time.

It’s Time to Automate Non-emergency Calls

Looking at these numbers, it’s no surprise that an increasing number of 911 centers across the country are exploring how to do more with less.

Since hiring additional staff is not feasible, PSAPs need to find ways to ease the workload and reallocate resources for responding to real emergencies—without breaking the bank.

An effective way to do that is by re-routing non-emergency calls to alternative communication channels; for example, to a self-service webpage or a mobile application. Such automation can help save time in critical moments, reduce the load on 911 telecommunicators, and improve operational efficiency in PSAPs.

While emergency response will always require a human touch, as new AI-powered technologies emerge, they can play a transformative role in enhancing human capabilities to improve community safety and citizen trust in public services.

Discover How Verint Is Reshaping 911 Operations with Technology

Verint for Public Safety is a comprehensive suite of solutions designed to assist PSAPs with the advanced technology to improve emergency call handling, including interaction recording and incident reconstruction tools, automated quality management solutions, and more.

Our solutions offer flexible deployment options, including on-premises, in the cloud, or hybrid deployment—to fit your organization’s needs.

If you’re interested in continuing the discussion about the latest trends and technologies in public safety operations, join the Verint Public Safety Team at NENA 2025 in Long Beach, California, June 21-26.

Our Public Safety Solution Consultant, Casey Rives, is speaking onstage about how AI-powered solutions can help 911 centers modernize operations, reduce burnout, and most importantly, better serve the public with improved emergency call handling. See you there!

Until then, learn more about Verint for Public Safety here.