911 AutoDirect Service
Emergency call centers are overwhelmed.
Unprecedented staffing shortages and overwhelming call volumes are leading to longer and longer wait times. Complicating this, more than 60% of the 240 million calls made to 911 do not qualify as emergencies — but 911 call center agents must still answer, listen, and triage every call in order to route them correctly. This results in overwhelmed operators, diverted resources, and citizens waiting an average of 3 minutes on hold for help.
According to the FCC, emergency the average 911 call center only meet emergency call answer standards 58% of the time.
Revolutionize service levels with effortless triage.
The 911 AutoDirect Service is designed to help. By using advanced natural language processing to fully automate the handling of non-emergency calls, this innovative and powerful AI assistant reduces the burden on human operators up to 25%.
How It Works
- An operator answers a 911 call and assesses if the call is an emergency. If the call does not require emergency dispatch, the operator offers the caller the help of the non-emergency bot. The bot greets the caller and explains that it is an automated assistant created to handle non-emergency questions and requests.
- The AWS 911 Non-Emergency Virtual Citizen Assistant helps the caller find the information they need. This can include transferring the call to a different department, texting the caller a link to resources, providing documents, scheduling an appointment, collecting feedback, or providing information on events, emergency procedures, contact information, project status updates, and much more.
- The bot ensures that the caller has all information they need before ending the call and sends a transcript of the call to the 911 center’s records system.
At any point during the call, the caller can opt to return to a live 911 agent. If the situation escalates or if the operator who answered has concerns about the call, the bot can immediately conference in the original 911 operator for triage.
Ready to Learn More?
Ready to learn how effortless triage can improve service levels in your emergency call center? Fill out the form below.
Why TTEC Digital
With over 40 years of experience as an industry leader and partnerships that span the world’s top technology providers, TTEC Digital is uniquely suited to address your toughest customer experience challenges. Our experts will provide actionable insights and recommendations at every step while our proven methodology will help you optimize your contact center operations, improve customer satisfaction, and drive business success.