Have a non-emergency? Maybe Ava can help

Source Domain: www.opb.org

Here is a summary of the article on AI-powered automated call assistant testing by the Willamette Valley Communications Center:

High Call Volume Issues: The Willamette Valley Communications Center handles around 500,000 emergency and non-emergency calls annually for 32 public safety agencies. Non-emergency calls often face long wait times due to the priority given to emergency calls.
AI Solution Implementation: To address the problem of long wait times for non-emergency calls, an AI-powered automated call assistant named Ava is being tested. Its goal is to improve service quality and reduce wait times.
Current Test Results: The AI program Ava has been live for about a month and is currently handling over 60% of the non-emergency calls, surpassing the target of 40%.
Call Handling Mechanism: Ava assists with routine issues like noise complaints or parking issues. If the AI recognizes that a call needs human intervention—like detecting anxiety in the caller’s voice or hearing a gunshot in the background—it can transfer the call to a live dispatcher.
Language Support: Ava speaks 45 languages, which helps in assisting callers who may otherwise require an interpreter.
End of Test Evaluation: The test of Ava will continue until the end of June, after which its effectiveness will be assessed to potentially expand its usage across all non-emergency lines at the center.
Future Implications: If successful, this tool could be adopted by other dispatch agencies as call volumes continue to rise with population growth.