911 centers are so understaffed, they’re turning to AI to answer calls

Max Keenan's journey with Aurelian began during Y Combinator’s summer 2022 batch, where he initially focused on automating appointment bookings for hair salons. However, a chance encounter with a client highlighted a pressing issue within the community — the inefficiency of local non-emergency response systems. A salon owner expressed frustration over the lengthy wait times to reach a dispatcher, often enduring up to 45 minutes on hold. This experience sparked Keenan's interest in the workings of municipal non-emergency call centers, which are frequently staffed by the same individuals handling urgent 911 calls. Recognizing the potential for improvement, Aurelian shifted its focus to developing an AI voice assistant designed to alleviate the burden on 911 call centers by managing non-emergency inquiries. Recently, the company announced a successful $14 million Series A funding round led by NEA. The innovative AI voice agent is engineered to categorize non-urgent situations, such as noise complaints and parking issues, that do not necessitate immediate police intervention. In instances deemed emergencies, the AI swiftly routes the call to a human dispatcher. For other cases, it gathers essential information and either composes a report or communicates directly with the police department for necessary follow-up. Since its launch in May 2024, Aurelian's AI has been implemented in over a dozen 911 dispatch centers, including those in Snohomish County, Washington; Chattanooga, Tennessee; and Kalamazoo, Michigan. The adoption of Aurelian's technology is largely driven by the chronic understaffing plaguing emergency call centers, a challenge exacerbated by the high-stress nature of dispatching work, which consistently ranks among the industries with the highest turnover rates. Dispatchers frequently face demanding schedules, often working 12 to 16-hour shifts. Keenan emphasized the importance of providing dispatchers with necessary breaks, stating, "We think that these telecommunicators should have a chance of taking a break or go to the bathroom." NEA partner Mustafa Neemuchwala noted that Aurelian's AI does not replace existing personnel but rather fills gaps created by unfilled positions, allowing human dispatchers to focus on more critical tasks. Aurelian is not alone in this space; other startups like Hyper and Prepared are also exploring AI solutions for non-emergency calls. However, Aurelian distinguishes itself by being the only company actively handling live calls on a large scale, responding to thousands of calls each day, as highlighted by Neemuchwala. In a landscape where efficiency and effectiveness are paramount, Aurelian's advancements in AI technology offer a glimpse into the future of emergency response, providing innovative solutions to long-standing challenges.