Non-Emergency Call Automation for 911 and Public Safety Operations
Enhance emergency focus and reduce burnout in public safety answering points
Speed up 911 Response Time with of AI and Automation
Improve emergency call handling by re-routing non-emergency calls. Enhance efficiency and ease call-taker workload by enabling citizens to self-serve on non-emergency, routine requests.
It's Time to Automate Non-Emergency Calls
When lives are at stake, act in a heartbeat
Over half of the calls received by public safety answering points (PSAPs) are non-emergency. Citizens often call in with noise complaints or parking violations. These calls, while important, can clog critical lines and increase the risk of delayed response in critical situations.
Reduce incoming call volumes
By utilizing automation and self-serve capabilities, either voice or digital, PSAPs can allow citizens to address non-emergency requests without engaging a 911 telecommunicator, including call takers and dispatchers. This process frees up telecommunicators to handle critical emergency calls, helping reduce workload and response times.
This process also allows 911 telecommunicators to address non-emergency calls as time permits, ensuring focus remains on emergencies.
Enhance Emergency Preparedness
Create more efficient 911 workflows through automation and self-service
Using automation to re-route non-urgent calls and offload agents has long been standard practice in the private sector. It’s also a proven method in major 311 centers. Now, it’s time to adapt this trusted technology for 911 to improve your citizens’ experience.
By automating non-emergency calls and enabling citizens to self-service routine requests, you can provide them with other channels for interaction to report incidents, allowing a better citizen experience while better allocating critical resources.
With Verint Non-emergency Call Automation for Public Safety, you can:
- Improve emergency response with focus on critical emergencies.
- Boost the citizen experience by allowing them to use self-service options to complete routine requests.
- Enhance operational efficiency in your public safety agency.
- Retain your employees, reduce burnout, and improve morale.
Support Your Community and Empower Your 911 Call Takers
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Improve Response Times
Support the life-saving work of emergency call takers by minimizing their time spent on non-urgent calls. By allowing dispatchers to focus on real emergencies, you can direct resources more efficiently even amid staffing shortages.
With non-emergency call automation, you can save time in critical moments.
Boost the Citizen Experience with Self-Service
Improve the citizen experience by answering calls on the first ring. Direct routine requests to the right resources or self-service options.
Provide 24/7 service, ensuring your citizens feel seen and served. Give your citizens what they need without delay – whether it’s getting answers, reporting issues, or tracking progress online.
Enhance Operational Efficiency
With severe staffing shortages, today’s PSAPs are stretched thin. Since hiring additional dispatchers is not feasible, you need to find other ways to reallocate resources to respond to true emergencies.
Automating non-emergency calls can help improve call-taker capacity and response times, ultimately improving efficiency without additional costs.
Improve call taker experience & maintain retention
Implementing automated assistance for non-emergency calls can significantly reduce employee workload; while increasing the amount of time available to spend on critical interactions.
This approach alleviates the stress of constantly ringing phones and streamlines workflows for 911 call takers and dispatchers, reducing burnout and mental fatigue – in return, improving retention.
Improve Response Times
Support the life-saving work of emergency call takers by minimizing their time spent on non-urgent calls. By allowing dispatchers to focus on real emergencies, you can direct resources more efficiently even amid staffing shortages.
With non-emergency call automation, you can save time in critical moments.
Boost the Citizen Experience with Self-Service
Improve the citizen experience by answering calls on the first ring. Direct routine requests to the right resources or self-service options.
Provide 24/7 service, ensuring your citizens feel seen and served. Give your citizens what they need without delay – whether it’s getting answers, reporting issues, or tracking progress online.
Enhance Operational Efficiency
With severe staffing shortages, today’s PSAPs are stretched thin. Since hiring additional dispatchers is not feasible, you need to find other ways to reallocate resources to respond to true emergencies.
Automating non-emergency calls can help improve call-taker capacity and response times, ultimately improving efficiency without additional costs.
Improve call taker experience & maintain retention
Implementing automated assistance for non-emergency calls can significantly reduce employee workload; while increasing the amount of time available to spend on critical interactions.
This approach alleviates the stress of constantly ringing phones and streamlines workflows for 911 call takers and dispatchers, reducing burnout and mental fatigue – in return, improving retention.
Built to Help 911 Centers Do More with Less
While emergency response will always require human involvement, new AI-powered technologies can play a transformative role in enhancing employee’s ability to improve community safety and citizen trust in 911 operations.
At Verint, we aren’t reinventing the wheel; we are adapting trusted technology for the specific needs of emergency response centers. Verint Non-emergency Call Automation for Public Safety is built to save time, retain employees, and save lives.
AI-Powered Specialized Bots for Self-Service and Automation
Deliver human-like interactions and quick resolutions
Automatically direct non-emergency calls to alternative channels using AI-powered automation, including Intelligent Virtual Assistants (IVAs), online forms, and more. IVAs can promptly answer calls, providing a human-like interaction for citizens. They can instantly route, triage, and resolve non-emergency requests without requiring human intervention. By using standardized questions, the IVAs can ensure all necessary details are gathered. With integration, all data can be added to your existing CAD system without disrupting your current workflows.
Enable your citizens to choose how they get in touch
Using AI-powered automation, you can reduce access limitations and enable your community members to decide how they want to interact. Instead of calls, you can provide them with alternative communication channels, including AI-powered bots, social media messaging, a mobile app, SMS, or a self-service webpage. These channels also allow citizens to provide additional details, such as attaching photos or videos, increasing the accuracy of their reports.
Automation over voice, chat, SMS, and social media can provide a seamless citizen experience across channels. You can also set rules to define scenarios for calls that should be transferred from the AI agent to a human dispatcher.
Related solutions
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Frequently Asked Questions
Non-emergency call automation is an advanced technology solution that re-routes routine public safety calls, like noise complaints, pothole reports, and parking violations, away from 911 call takers. This helps reduce call volume, create faster response times, and ease dispatcher workload by allowing citizens to self-service non-urgent issues through automated options.
Automating non-emergency calls can help 911 centers and public safety answering points prioritize life-threatening situations by reducing the volume of routine inquiries. This improves response times, supports call taker well-being, and enhances overall operational efficiency without requiring additional staffing
Non-emergency call automation enhances the citizen experience by providing fast, 24/7 access to self-service options for routine issues, like noise complaints or parking violations. This ensures citizens get timely support without tying up emergency lines.
Yes, by offloading non-emergency calls, automation can help maximize existing resources, reduce call taker stress and burnout, and improve employee retention at public safety agencies, which is especially critical with today’s staffing shortages.