AI enhances the handling of non-urgent calls in Arlington County, providing assistance to emergency dispatchers.
In an effort to enhance emergency response capabilities, the Arlington County Emergency Communications Centre (ECC) has implemented Amazon Connect AI, a cutting-edge artificial intelligence system, to manage non-emergency calls more efficiently. This innovative technology was introduced in 2023 and has since made a significant impact on the centre's operations.
Since its adoption, Amazon Connect AI has been instrumental in redirecting non-emergency callers to the appropriate resources, rather than routing all calls directly to human dispatchers. This shift has allowed emergency telecommunicators to focus more effectively on urgent 911 calls.
The implementation of Amazon Connect AI has yielded several key benefits. For instance, the number of non-emergency calls handled by dispatchers has decreased by approximately 15,750 calls in the first quarter of 2025 compared to the same period in 2024. This reduction in workload for human operators is a clear testament to the system's efficiency.
Moreover, the AI system has shortened call times for non-emergency inquiries, freeing up telecommunicators to concentrate on emergency calls. This enhancement in overall response efficiency is a welcome development for the ECC.
During periods of dispatcher shortages, Amazon Connect AI serves as a "force multiplier", helping to mitigate the impacts caused by vacancies and the lengthy training process for new hires. This feature has proven to be particularly beneficial for the ECC.
Arlington County reports that Amazon Connect filters roughly 35% of non-emergency calls, including issues like storm damage reports and towing requests. This further alleviates dispatcher burden and prioritizes urgent calls.
ECC Administrator Jacob Saur described the integration of Amazon Connect AI as a *game-changer* that streamlines operations and improves emergency response capacity by effectively managing non-emergency communications. The system's ability to handle more calls efficiently during dispatcher shortages, shorten call times, and prioritise urgent calls has been widely praised.
The data provided by the county shows a decrease in non-emergency calls at the communications centre, indicating that the system is indeed making a positive impact. The ECC is utilising Amazon Connect to help fill gaps during dispatcher shortages, ensuring that the centre can continue to provide essential services to the community.
In conclusion, the adoption of Amazon Connect AI at the Arlington County Emergency Communications Centre has proven to be a successful initiative. The system's efficiency in managing non-emergency calls, its role as a "force multiplier" during dispatcher shortages, and its ability to shorten call times have all contributed to improved response times for emergency calls. The ECC Administrator, Jacob Saur, accurately describes Amazon Connect AI as a game-changer for the centre's operations.
[1] Arlington County Press Release, "Amazon Connect AI Improves Emergency Response Capacity at Arlington County Emergency Communications Centre", 2025. [2] Arlington County Annual Report, "Emergency Communications Centre Operations", 2025. [3] Arlington County Data Report, "Non-Emergency Call Handling Statistics", 2025. [4] Arlington County Press Release, "Arlington County Reports Significant Decrease in Non-Emergency Calls at Emergency Communications Centre", 2025.
The efficient management of non-emergency calls by Amazon Connect AI has allowed it to handle more calls, freeing up emergency telecommunicators to focus on urgent 911 calls, thereby improving the overall response efficiency of the Arlington County Emergency Communications Centre. This technological advancement in artificial intelligence, implemented in 2023, has not only reduced the workload of human operators by approximately 15,750 calls in the first quarter of 2025 but has also significantly impacted the finance sector by potentially reducing operational costs for the county.
