• The Southeast Communications dispatch center now uses an AI system called Aurelian to handle about 60% of non-emergency calls in Benton and Franklin counties
• The $120,000 annual system allows dispatchers to focus more attention on urgent emergency situations by managing routine calls
• The technology can recognize stress indicators and keywords to immediately transfer calls to live dispatchers when needed
RICHLAND, Wash. — The dispatch center serving Benton and Franklin counties has successfully implemented artificial intelligence technology to handle non-emergency calls, with officials reporting significant improvements in response times and dispatcher efficiency several months after the system’s launch.
The Southeast Communications dispatch center introduced the AI system Aurelian earlier this year to manage the hundreds of daily calls it receives. Officials say a substantial portion of these calls are non-emergencies, ranging from minor incident reports to tips for law enforcement.
“Performance-wise, as expected, it answers roughly 60% of our calls and has been holding steady at that,” said Amiee Fournier-Plante of SECOMM. “So that’s been a big relief for the staff, which we like.”
The $120,000 annual system is designed to automate 75-80% of non-emergency calls and address staffing shortages affecting Benton and Franklin counties. When residents call the non-emergency line, they are greeted by Aurelian, who answers immediately and eliminates wait times for routine matters.
The AI system handles specific types of calls including reporting past-tense crimes where incidents are no longer in progress, minor traffic concerns such as parking problems or non-injury accidents, general information inquiries, police tips, and administrative requests that typically require transfers to other departments.
From a caller’s perspective, Aurelian works as a conversational agent that encourages people to speak naturally rather than navigate touch-tone menus. The system asks structured questions to gather the same information a human dispatcher would collect, then generates transcripts and summaries before routing calls appropriately.
“I believe every citizen deserves the respect of being heard and being able to express everything that they need, emergency or not,” said Chloe Young, a 911 dispatcher. “So instead of having to have a dispatcher put you on hold a bunch of times and maybe feel like the thing that you’re needing is less important, we’re actually able to streamline that process for you.”
The AI system includes sophisticated monitoring capabilities that can recognize certain keywords or detect signs of stress and tension in a caller’s voice. When these indicators are identified, Aurelian immediately transfers the call to a live dispatcher to ensure appropriate human intervention. The system can handle multiple languages, including English and Spanish.
While dispatch leaders acknowledge the system faces some challenges, particularly with call transcription accuracy, where words are occasionally misspelled, SECOMM meets regularly with the developer to provide feedback and ensure critical information isn’t missed. All AI-handled calls are reviewed by SECOMM staff for accuracy.
Officials emphasize that the technology is designed to support rather than replace human dispatchers. The system specifically handles the non-emergency line and does not process 911 calls, ensuring all actual emergencies are handled directly by trained staff.
Officials report that more than 60 percent of daily calls come through the non-emergency line, making Aurelian’s impact particularly significant for overall operations. The high volume of non-emergency calls had previously created bottlenecks, delaying response times for both routine and urgent matters.
The implementation represents a growing trend in emergency services nationwide, where dispatch centers are exploring technology solutions to manage increasing call volumes while maintaining service quality. The Southeast Communications Center’s experience provides valuable data for other jurisdictions considering similar systems.
Dispatch officials say they will continue monitoring the AI system closely as more community members interact with the technology. The ongoing evaluation will help them refine the system’s performance and address any technical issues that arise.
The success of Aurelian at the Southeast Communications dispatch center demonstrates how technology can enhance emergency services without compromising the human element that remains crucial for handling complex or sensitive situations. By automating routine tasks, the system allows experienced dispatchers to focus their expertise where it’s needed most.
As the system continues operating, officials expect to gather additional data on its long-term effectiveness and potential for expansion to other types of calls or services within the dispatch center’s operations.
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