In an innovative shift towards technology-aided public service, the Kalamazoo County Consolidated Dispatch Authority has launched an AI system named Ava, to manage the volume of incoming non-emergency calls. Developed by the Seattle-based software company Aurelian, Ava is designed to field requests and respond to inquiries, providing a streamlined process for the county's dispatch operations. This implementation is a potential relief to the dispatch center's staff, who previously juggled an arduous flow of calls, as reported by WWMT.
The center, which handles nearly 260,000 non-emergency calls annually, anticipates Ava will alleviate the pressure on its dispatchers, allowing them to focus on more pressing emergencies. According to WZZM13, Jeff Troyer, executive director for KCCDA, remarked, "We're trying to find a way that we can more efficiently handle those calls, rather than having a 911 dispatcher downstairs answering that phone." Despite staffing shortages, with only 47 of 61 dispatch positions filled, the AI is not intended to replace human staff but to augment their capability to manage workloads more effectively.
In addition to efficiently routing residents to appropriate departments and summarizing information for dispatchers, Ava is equipped to speak multiple languages, enhancing accessibility for a wider range of callers. As outlined by WWMT, the system, after "three months of machine learning, it’s ready to start fielding your questions." Troyer himself, who was not initially inclined towards virtual assistants, encouraged residents to try Ava, stating, "But I would say give it a chance."
Moreover, the system includes several fail-safes, ensuring that calls requiring urgent attention or beyond Ava's capability are promptly rerouted to a live dispatcher. A recent demonstration, as detailed by MLive, showcased Ava's ability to swiftly forward a call to the director upon request – a task traditionally performed by human operators. In situations of high call volumes, this system promises to filter out non-emergency inquiries, thereby allowing dispatchers to devote their attention to scenarios that demand immediate human intervention.
