AI Enabled Non-Emergency Public Safety Call Handling and Assistive Solution

The Vendor is required to provide AI enabled non-emergency public safety call handling and assistive solution is intended to enhance operational efficiency, improve caller experience, and support public safety communications personnel through AI-assisted call handling, routing, transcription, and escalation capabilities.
- Emergency detection and escalation
• Interrupt AI interaction upon detection of a potential emergency event
• Transfer callers directly to a live 911 telecommunicator without requiring the caller to redial, where technically feasible
• Allow callers to request transfer to a live operator at any point during the interaction
• Support configurable escalation rules, thresholds, workflows, and operational criteria
• Operate solely on designated non-emergency and administrative lines and shall not replace or delay primary 911 operations
- Integration with existing systems
• Support integration with telephony and public safety communications infrastructure
• Support integration with cad systems, where applicable
• Support real-time information sharing with telecommunications and dispatch personnel
• Support operational workflows where traditional 911 location data may be unavailable or incomplete
• Utilize scalable cloud-native or cloud-enabled architecture compatible with city operational environments
- AI functionality and operational performance
• Support AI-assisted or automated handling of non-emergency calls
• Support conversational AI capable of dynamic caller interactions
• Provide real-time transcription, translation, and summarization capabilities
• Support intelligent call routing based on jurisdiction, call type, operational criteria, and configured workflows
• Include AI safety controls, including hallucination mitigation and bias monitoring capabilities
• Demonstrate documented operational performance metrics, including diversion rates, escalation accuracy, and deployment outcomes from existing operational environments
- Analytics and reporting
• Provide real-time operational dashboards and reporting tools
• Support reporting related to call volumes, diversion rates, escalation events, wait times, and overall system performance
• Maintain audit logs and historical reporting capabilities
• Allow export of operational data and reports for internal analysis, compliance, and records management purposes
• Support quality assurance and performance monitoring workflows
- Administrative functionality
• Allow authorized personnel to modify call flows, prompts, routing logic, escalation criteria, and operational workflows without requiring vendor intervention
• Support role-based administrative access controls with configurable permissions
• Provide user-friendly administrative interfaces and configuration tools
• Support configurable workflows and operational scalability
• Maintain change tracking and audit logging for administrative modifications
- Implementation, support, and maintenance
• Detailed implementation and deployment plan
• Onboarding, configuration, testing, and training services
• Ongoing technical support, maintenance, updates, and system optimization services
• Demonstrate experience supporting public safety agencies, PSAPs, or similarly complex operational environments
• Demonstrate the ability to support high call volumes, surge events, and operational continuity requirements
• Identify dedicated support resources, communication procedures, and escalation processes for operational or technical issues.