Aurelian is an AI tool used by many Public Safety Answering Points (PSAPs), including the Waukesha County Communications Center. Its core product, AVA, automates non-emergency calls with minimal dispatcher involvement.
9-1-1 FAQs
9-1-1, what's the address of the emergency?
What is 9-1-1?
9-1-1 is the number most people in the U.S. and some in International countries call for help in a police, fire, or medical emergency. A 9-1-1 call goes over dedicated networks to the appropriate 9-1-1 public safety answering point (PSAP) for the caller's location, and trained personnel then send the emergency help needed.
On February 16th,1968, the Haleyville, Alabama police station received an unusual call. Unlike any other day, the caller wasn't experiencing an emergency. Instead, Alabama Speaker of the House Rankin Fite, dialed 9-1-1, a groundbreaking three-digit number that was about to make history locally and nationwide.
The phone that made the first ever 9-1-1 call! Photo Credit: al.com
Okay, tell me exactly what happened.
When Should I call 9-1-1?
Our telecommunicators are dedicated to handling emergencies and ensuring the safety and well-being of our community. Understanding when it is appropriate to use this service is crucial for efficient response and resource allocation. Here are some key examples of when to call 9-1-1:
Assault/Fight
Burglary
Domestic Violence
Hazardous Chemical Spills
Intoxicated Drivers
Life Threatening Situations
Medical Problems
Reckless Drivers
Robbery
Smoke Detector, Carbon Monoxide Alarms, Other Alarms Sounding
Structure Fires
Suicidal Thoughts
Suspicious Activity
Unsure When to Call, Call 9-1-1
Vehicle Accidents
Wildfires
What happens if I accidentally dial 9-1-1 by mistake?
If you dial 9-1-1 by mistake, or if a child in your home dials 9-1-1 when no emergency exists, do not hang up – that could make 9-1-1 officials think that an emergency exists, and possibly send responders to your location. Instead, stay on the line and explain to the call-taker what happened.
When Not to Call 9-1-1: Save 9-1-1 for True Emergencies
The 9-1-1 system is a crucial service designed to help individuals in urgent and life-threatening situations. Using it appropriately ensures that emergency responders can attend to those who need immediate assistance. Here are some key examples of when not to call 9-1-1:
Abandoned Vehicles
Asking for Directions
Calling for Information
Injured or Lost Pets
Parking Complaints
Prank Calls
Questions about Tickets, Warrants, or Court
Suffering from Boredom
Not every situation needs a 9-1-1 call. A noisy neighbor, a past theft, a parking complaint, or a general question for a dispatcher are all better handled through our non-emergency line. Now, when you call that number, you may be greeted by something new.
To reduce our team's administrative workload and help them respond to real emergencies more efficiently, Waukesha County Communications now uses AVA, an automated voice assistant from Aurelian. AVA may answer your call, ask how it can help, and gather the details of your request before passing them along to our dispatchers.
By helping us manage non-emergency call volume, AVA allows our dispatchers to stay focused on the calls that need them most.
In the case of an emergency, always dial 9-1-1.
What makes Aurelian a good fit for our center?
Aurelian is built around the way our center actually operates. It supports our telecommunicators by handling non-emergency calls, reducing administrative tasks, and streamlining processes so our team can stay focused on emergencies.
AVA (Automated Voice Assistant) answers non-emergency calls. AVA handles calls from the first ring to resolution through natural conversation, involving dispatchers only when human judgment is needed or an emergency is detected.
How do I know when I am talking to AVA?
AVA identifies itself as an automated assistant as part of the introduction, so our callers are not deceived about who they are speaking with.
Will AVA replace our 911 telecommunicators?
No. We use Aurelian to help our team respond faster to real emergencies while ensuring routine inquiries are managed respectfully, securely, and efficiently.
Does AVA also handle 911 calls?
No. AVA is only used on our non-emergency line. Every 911 call is answered by one of our telecommunicators. If you dialed our non-emergency number and AVA detects it to be an emergency through context or keywords, your call will be quickly transferred to one of our telecommunicators.
What type of non-emergency calls will AVA handle?
AVA handles a full range of non-emergency calls, from informational inquiries to overnight parking requests, and even calls that can be redirected to an online resource. Aurelian also offers 24/7 support, which allows us to configure new call routes within minutes.
What if I speak another language other than English?
Yes. AVA can take calls in more than 35 languages! There is no hold time and no waiting on a language line which can sometimes tie up our telecommunicators from being able to quickly disconnect and answer a 911.
Dispatchers receive a transcript in English for every call in another language!
Does AVA work during high-volume events?
Absolutely. AVA can handle multiple calls at the same time without a holding time, regardless of how busy it is. Whether it’s a busy storm, a major event, or a holiday weekend, callers are answered right away.
What if AVA makes a mistake or mishandles a call?
Every call is recorded, transcribed, and reviewed by Aurelian’s automated system as well as our dispatchers, allowing our team to flag deviations and suggest improvements.
What happens if AVA malfunctions?
If Aurelian becomes unavailable, non-emergency calls are automatically routed to our telecommunicators, and we return to our traditional call-handling process. Our supervisors can also manually turn off the system at any time if issues arise. If you are ever unsure whether a situation is an emergency, call 911.
Non-Emergency Phone Number
