# Reinventing Emergency Communication: How AI is Transforming 911 Call Centers

Artificial Intelligence is no longer a buzzword or a distant futuristic concept; it is a reality shaping our world today. What’s more compelling is its potential to solve real-world problems. One such example is its application in managing non-emergency 911 calls. A simple idea that evolved into a revolutionary tool, Aurelian is an AI startup that emerged to address a critical issue faced by numerous communities across the U.S., and its journey is nothing short of inspiring.

## A Shift from Hair Salons to Emergency Solutions

Aurelian’s transformation from a company automating appointment bookings for hair salons into a crucial player in emergency communication is an evocative tale of identifying a pressing societal need. The company’s founder, Max Keenan, didn’t set out to revamp 911 call centers. However, what began as a casual conversation with a client led to a groundbreaking pivot. The problem? A school carpool line causing a 45-minute hold on a non-emergency call. This minor incident was a revelation for Keenan, spotlighting a systemic issue in emergency call centers.

“I realized many non-urgent matters clogging the system could actually be automated,” Keenan explained to TechCrunch. Through his exploration, it became evident that municipal non-emergency response call centers often utilize the same resources as those for actual emergencies.

## Aurelian’s Leap into AI-Powered Triage

The intelligent leap Aurelian made was to develop an AI voice assistant capable of handling non-emergency call volumes. The AI system is sophisticated enough to triage calls like noise complaints, parking violations, and lost property reports, reserving human resources for real emergencies.

– **Efficiency in Action:** The AI can detect real emergencies and swiftly connect those calls to human dispatchers, preserving valuable time for situations that demand immediate human attention.
– **Non-Emergency Handling:** For less critical issues, the AI gathers necessary information and generates reports, or forwards details to appropriate departments for further action.

This technology has proven invaluable since its launch in May 2024, being adopted by over a dozen dispatch centers, including places like Snohomish County, Chattanooga, and Kalamazoo.

## Amid Staffing Shortages

The deployment of AI assistants like Aurelian’s is a response to a severe challenge facing 911 call centers: chronic understaffing. High-stress work environments and long overtime hours contribute to high turnover rates in this essential sector. With dispatchers often clocking 12- to 16-hour shifts, there simply aren’t enough people to manage the workload. NEA’s partner, Mustafa Neemuchwala, insightfully pointed out, “One of the things that blows my mind, you’re not replacing an existing human being; you’re replacing a person they wanted to hire but couldn’t.”

## Competition and Aurelian’s Market Position

Aurelian is not alone on this journey. Competitors like Hyper and Prepared are entering the field with AI solutions for emergency response. However, what sets Aurelian apart is its proactive market presence. Unlike others still in development, Aurelian actively manages live calls, demonstrating effectiveness and scalability.

### What We Can Learn

The development and deployment of Aurelian’s technology provide vital lessons on how innovation can emerge from unexpected challenges. This story underscores:

1. **The Importance of Listening and Observing:** By paying attention to clients’ issues, the opportunity for innovation can reveal itself.
2. **Adaptability:** The ability to pivot from a smaller market (e.g., hair salons) to a vital public service.
3. **The Role of AI in Enhancing Human Capability:** AI doesn’t just replace human roles; it complements and amplifies them, freeing professionals to focus on tasks requiring human judgment and empathy.

## The Future of Emergency Response

Aurelian’s success in adoption across centers reflects a broader trend towards integrating AI into public services. As the technology matures, the hope is that it will continue to enhance efficiency in a sector desperately needing reform.

However, it begs the question: When will widespread acceptance allow AI to reimagine other public service roles? How soon until the technology becomes a trusted partner in diverse fields, alleviating labor shortages and enhancing service delivery? As we question and adapt, the answers have the potential to reshape not just emergency response, but broader social systems.

In a world where unpredictability is the only constant, how prepared are we to embrace the disruptive solutions AI offers? The journey of Aurelian reminds us that the future often resides not in tackling expected paths, but in navigating the unexpected corners of opportunity.