AI-Assisted Non-Emergency Call Management Solution

The Vendor is required to provide artificial intelligence (AI)-assisted nonemergency call management solution that will improve efficiency within the public safety answering point (PSAP) by reducing the workload on call takers, shortening caller wait times, and allowing emergency communications personnel to focus on high-priority 911 calls.
- The solution shall augment - not replace - telecommunications by automating routine non-emergency interactions while seamlessly transferring calls requiring human intervention.
- AI call answering
• Answer incoming non-emergency calls using natural, conversational speech.
• Recognize interrupted speech and multiple speakers.
• Identify emergencies and immediately transfer callers to a live call taker.
• Detect distressed callers even when they initially state the call is non-emergency and transfer to a live call taker.
• Handle incomplete information by asking intelligent follow-up questions.
• Recognize intoxicated, mentally ill, emotionally distressed, elderly, and juvenile callers.
• Escalate to a human whenever confidence thresholds are not met.
• Never fabricate responses.
• Inform callers they are interacting with an ai assistant if required by law
- Call intake
• Incident type
• Exact location
• Apartment/business name
• Cross streets
• Direction of travel
• Vehicle information
• License plates
• Suspect descriptions
• Weapons
• Injuries
• Caller contact information
• Callback number
• Preferred language
- AI-assisted call triage
• Emergency
• Non-emergency police
• Animal control
• Parking
• Code enforcement
• Public works
• Tow complaint
• Noise complaint
• Report only
• Information request
• Carfax reporting eligible
• Online reporting eligible
- Advanced AI capabilities
• Natural language processing
• Large language models
• Context awareness
• Sentiment analysis
• Voice emotion detection
• Confidence scoring
• Intent detection
• Automatic summarization
• Dynamic questioning
• Continuous learning (where appropriate).