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

The article discusses how 911 call centers, which are severely understaffed due to the high-pressure nature of emergency dispatch work and significant turnover rates, are increasingly turning to AI solutions to manage non-emergency call volumes. Max Keenan’s company, Aurelian, pivoted from automating salon appointment bookings to developing an AI voice assistant that triages non-urgent calls such as noise complaints, parking violations, and stolen wallet reports. The AI system is designed to recognize genuine emergencies and immediately transfer those calls to human dispatchers, while handling less urgent issues by collecting information and generating reports for police follow-up. Since its launch in May 2024, Aurelian’s AI has been deployed in over a dozen 911 dispatch centers across the U.S. Aurelian recently raised $14 million in a Series A funding round led by NEA, with investors highlighting that the AI is not replacing existing employees but filling gaps caused by staffing shortages. The company claims to be ahead of competitors like