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In a move that prioritizes and enhances emergency response, Buncombe County will begin transitioning non-emergency calls to machine learning technology on May 13. This innovative step aims to optimize resource allocation and streamline communication channels for residents so highly trained call-takers can prioritize emergency response.
The non-emergency lines moving to machine learning are:
- 252-1110 (Asheville Police Department non-emergency)
- 250-6670 (Buncombe County Sheriff’s Office non-emergency)
- 250-6650 (Emergency Management Services/fire non-emergency)
- 250-6690 (Department of Social Services after hours/weekend/holiday)
During the 30-day training that begins May 13, callers to non-emergency lines will ask their question to a machine, then be transferred to a live call-taker. Following the 30-day training, the machine will route non-emergency calls to the appropriate location for response. Callers who need police, fire, or medical will always be connected with a live call-taker, and calls to 911 will not go through machine learning.
"Around the nation, communication centers like ours receive hundreds of calls every day for emergencies but also non-emergencies," said Assistant County Manager DK Wesley. "Prior to using machine learning, our dispatchers were handling calls from people looking for directions to the Blue Ridge Parkway, reporting loud parties, or even checking to see when fireworks were scheduled. By diverting some of the more than 800 non-emergency calls per day to machine learning, our highly trained first responders can focus on emergencies when time is of the essence. This transition demonstrates our commitment to innovation and continuous improvement in serving the needs of our Buncombe residents. Of course, in an emergency, always call or text 911."
By harnessing the power of machine learning, the County aims to:
Enhance Response Efficiency: Machine learning algorithms can quickly categorize and prioritize non-emergency calls, enabling faster response times by dispatchers for critical incidents.
Improve Resource Allocation: By accurately assessing the nature of calls, resources can be allocated more effectively, ensuring that personnel and equipment are deployed where they are needed most.
Streamline Communication: Automated systems can provide timely updates and information to callers, reducing wait times and improving overall user experience.
While non-emergency calls will be handled by machine learning technology, emergency calls will continue to be directed to human responders for immediate assistance. Public safety remains the County's top priority, and this transition is designed to enhance efficiency without compromising the quality of service.
Important 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 let them know it was an accidental dial.
- If you have an emergency, you will always speak to a live call-taker, even if you call a non-emergency line.
Amazon Connect FAQs
What is Amazon Connect and how does it work?
Amazon Connect is a cloud-based contact center service that uses machine learning to connect residents with Buncombe County Emergency Services for non-emergency inquiries. Amazon Connect will answer calls and provide verbal assistance when a caller dials the following 828 area code non-emergency lines:
- 252-1110 (Asheville Police Department non-emergency)?
- 250-6670 (Buncombe County Sherriff’s Office non-emergency)?
- 250-6650 (EMS/fire non-emergency)?
- 250-6690 (Buncombe County Social Services after hours/weekend/holiday)?
It will provide a faster and more efficient response to non-emergency inquiries in English, Spanish, Ukrainian, and Russian. 911 calls will always go to a live call-taker?.
What is machine learning?
Machine learning is a technology that allows computer systems to learn and improve from experience. In the case of triaging non-emergency calls, the system will analyze patterns in calls, like the type of questions asked, keywords, and more, to predict and direct calls to the appropriate department. Machine learning algorithms can quickly categorize and prioritize non-emergency calls, enabling faster response times by call-takers for critical incidents.
When will it be available?
On May 13, Buncombe County started a pilot for 30 days, where Amazon Connect collects data to understand the most common reasons people call the non-emergency phone number. The County will use that data to build machine learning programming to triage calls and meet those needs best.
What happens at the end of the pilot?
Use of the Amazon Connect system is expected to continue after the 30-day pilot ends. The County will use pilot data to best tailor the Amazon Connect system going forward and will continue quality assurance monitoring?.
Is my personal information stored or shared with Amazon?
Calls for emergency medical response are protected by North Carolina law, and that will remain the same. Law enforcement records are covered by their own statute, and generally, 911 tapes and recordings are public records in non-emergency scenarios, although records that identify witnesses may be redacted.
Can I use Amazon Connect to report an emergency?
No. Amazon Connect is only for non-emergency calls like animal control needs, car towing inquiries, or noise complaints. For emergencies, always call or text 9-1-1. If you call non-emergency and need a police/fire/paramedic response, you will be transferred to speak to a telecommunicator?, regardless of the language used for your call.
Will Amazon Connect be monitored?
The machine system will be closely monitored and supervised by trained operators to maintain a high level of accuracy and respond to unique situations.
Will Amazon Connect replace the current 911 system?
No, Amazon Connect is only for non-emergency calls. The current 911 system will continue to handle emergency calls by highly trained public safety telecommunicators.