In Kalamazoo County, if you call dispatch, you might encounter a virtual voice as part of an AI solution named Ava. This system is designed to free up resources for critical emergencies by handling around 260, 000 non-emergency calls annually. Previously, fewer than 50 dispatchers managed all calls, but now Ava can guide callers with their inquiries. Ava is more than just an automated line; it directs residents to the necessary departments, records information, and summarizes it for dispatchers. After three months of machine learning, it's ready to address callers' questions. "This gives our staff breathing room between emergency calls, " said Jeff Troyer, executive director of the Kalamazoo County Dispatch Authority, as opposed to incessant ringing once every 69 seconds. Troyer assured there are no plans to replace staff with this system.
Ava manages calls beyond dispatchers’ capabilities, reducing hold times for callers and balancing the workload in an understaffed center. At the dispatch center, News Channel 3 tested Ava with a mock crime report. Ava identified itself, inquired about the incident’s timing and location, and asked follow-up questions. A text was then sent, and a summary appeared on the dispatch system. Ava allows more human focus on serious emergencies by digitally handling other calls efficiently and courteously. Although Troyer wasn’t initially fond of virtual assistants, he suggests giving it a try. The Kalamazoo Consolidated Dispatch Authority advises callers to provide detailed information on the non-emergency line, allowing Ava to learn and improve for future calls.
Kalamazoo County Introduces AI-Driven Solution for Non-Emergency Calls
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