In recent years, artificial intelligence has started to transform how public safety agencies operate, particularly in handling non-emergency calls. The situation faced by many emergency service providers is increasingly daunting. Most operate with staffing levels that are 30% below what’s necessary to respond to emergencies. At the same time, between 60% to 80% of incoming calls are related to non-urgent matters such as noise complaints or parking disputes. In this context, AI technologies such as Aurelian’s AVA system and SECOMM’s call assistant have emerged as viable solutions, offering unique features, reliability, and cost efficiencies.
Aurelian’s AVA system has been adopted in various locations, including Kitsap County, Washington, where it has established a dedicated non-emergency line that provides an impressive zero-second hold time. Users report that AVA can handle conversational inputs in over 35 languages, seamlessly integrating with existing emergency infrastructure. This ability to process normal language requests allows callers to describe their issues in their own words, making the interaction straightforward and efficient. The system has successfully managed about 74% of routine calls autonomously, saving dispatchers roughly three hours of time each day.
Conversely, SECOMM’s AI tool in Washington’s Tri-Cities area focuses primarily on supporting human dispatchers rather than fully automating the system. This tool monitors conversations for urgent indicators, ensuring that emergencies are escalated to human operators immediately. The platform maintains the human touch for critical situations while expediting the resolution of non-urgent calls. While AVA may excel in handling numerous languages and has built an extensive call history, SECOMM prioritizes safety by ensuring that emergencies are always directed to human responders.
When comparing features, Aurelian’s AVA system offers a broader scope of capabilities for public safety automation, including direct integration with computer-aided dispatch systems. This allows AVA to not only log incidents but also text resource links or route calls to appropriate departments without needing human intervention. SECOMM, while reliable in urgent situations, is more focused on enhancing human operators’ effectiveness rather than replacing them.
Pricing structures also differ significantly. Aurelian’s AVA system often requires a subscription model based on call volumes, which can be cost-effective for municipalities dealing with high volumes of non-emergency calls. SECOMM operates on a customizable basis, which may make it attractive for smaller agencies or districts that wish to introduce AI-supported assistance while maintaining a sizeable human presence.
The level of support available can also be a deciding factor. Aurelian tends to offer extensive onboarding resources and ongoing customer support, allowing agencies to quickly integrate AI into their existing systems. In contrast, SECOMM emphasizes training for human operators to better understand the AI’s capabilities, ensuring that they can interact effectively with the system.
In terms of scalability and migration steps, agencies looking to adopt either tool must follow a strategic approach. A low-risk pilot program could involve implementing the AI on a limited scale, such as funneling selected non-emergency calls through the system for a defined period. Data collected during this pilot can help gauge performance and user satisfaction before a full rollout. Agencies can customize the implementation based on their specific needs, ensuring that they are equipped for success without overwhelming their existing structures.
Total cost of ownership varies by implementation but generally includes the initial setup, ongoing subscription or licensing fees, and maintenance costs. In real-world scenarios, organizations implementing AI systems in a smart, phased manner have reported an ROI within three to six months. They calculated savings from reduced labor needs, increased efficiency, and improved response times for non-health-related issues.
FlowMind AI Insight: The future of public safety call management will be transformed by AI systems designed to handle non-emergency calls while safeguarding urgent matters for human responders. As these technologies evolve, agencies must navigate the balance between automation and human interaction to ensure effective service delivery. For businesses considering AI integration, understanding the merits and limitations of tools like Aurelian’s AVA and SECOMM’s call assistant can pave the way for smarter operational strategies.
Original article: Read here
2026-05-29 15:11:00