Buncombe County non-emergency calls moving to Amazon’s machine learning AI technology
Non-emergency calls for law enforcement, fire, and social services in Buncombe County are switching to machine learning technology, a service provided by Amazon, as the 911 call center faces a 23% decrease in staffing. Starting as early as May 6, the county’s call center will undergo a 30-day training where callers to non-emergency lines will ask their questions to a machine, then be transferred to a live call-taker. After the training period, “the machine will route non-emergency calls to the appropriate location for response,” the statement said.
Improving Efficiency and Response Times
The move to machine learning technology aims to allow trained call-takers to prioritize emergency calls, facilitate faster response times for critical incidents, and reduce call wait times. The county stated that the machine learning algorithm, a form of artificial intelligence, can quickly categorize and prioritize non-emergency calls.
Addressing Staffing Challenges
The announcement comes as the county’s 911 staffing is down nearly 23%, with 16 positions vacant out of 71. The county is actively hiring for these vacant positions to address the staffing shortage.
Cost and Implementation
The machine learning technology, provided through Amazon Web Services, will cost about $16,836 per year. Billing is usage-based, so costs may fluctuate. Amazon Web Services offers a cloud-based, artificial intelligence-powered contact center product called Amazon Connect for handling non-emergency calls.
Similar Adoption in Other Counties
Counties like Arlington County in South Carolina and Virginia have successfully transitioned to this service over live call-takers for non-emergencies following a 30-day pilot program.
Ensuring Emergency Response Continuity
While non-emergency calls will be handled by machine learning technology, emergency calls will continue to be directed to human responders for immediate assistance. The county ensures that public safety remains its top priority during this transition to enhance efficiency without compromising service quality.
Non-Emergency Lines Transitioning
The non-emergency lines moving to machine learning are:
- 828-252-1110 (Asheville Police Department non-emergency)
- 828-250-6670 (Buncombe County Sheriff’s Office non-emergency)
- 828-250-6650 (Emergency Management Services/fire non-emergency)
- 828-250-6690 (Department of Social Services after hours/weekend/holiday)
Key Reminders
The county also gave the following reminders:
- If you have an emergency, always call or text 911.
- When you call 911, do NOT hang up. If you accidentally call 911, do NOT hang up. Wait for a call-taker to answer and inform them it was accidental.
- If you have an emergency, you will speak to a live call-taker, even if you call a non-emergency line.
