Your phone rings. It’s a fireworks complaint. A few minutes later, it’s a car alarm. Then a noise complaint. As a 911 professional, your team is on a life-and-death mission every single day, but a huge portion of your team’s time is spent on calls that are not genuine emergencies.
These high-volume, low-acuity events — from animal control to improperly parked cars — overwhelm your Emergency Communications Center (ECC), pulling focus from critical incidents.
The reality is, continuing with manual processing is no longer sustainable. Rising call volumes and staffing shortages contribute to telecommunicator burnout and pull focus from true emergencies. It’s a problem that affects everyone, from the frontline telecommunicator to the leadership team striving to meet performance goals.
What if you could reclaim thousands of hours a year and free your team to focus on saving lives? RapidSOS UNITE’s non-emergency call automation capabilities are an AI-powered solution designed to do just that.
This isn’t another tool to help your telecommunicators work faster; it’s a solution to reduce their work altogether.
- An inbound non-emergency call is routed to a dedicated line. HARMONY answers the call, leveraging advanced Natural Language Understanding (NLU) to introduce itself and initiate the conversation in a natural, adaptive way.
- HARMONY, our AI built by and for Public Safety, answers the call and responds to the caller’s needs. Rather than following a rigid script, HARMONY uses a flexible, context-aware system that adjusts its questions based on the caller’s answers and the goals of the call. This includes the ability to:
- Automatically transfer calls to specific departments, such as animal control or public works.
- Send outbound texts with links or resources for common informational questions.
- Address frequently asked questions (FAQs) with pre-recorded public service announcements (PSAs).
- As the data is collected, a Digital Alert is automatically created and updated in RapidSOS UNITE, which can also be simultaneously routed to your CAD system. With that extension, RapidSOS can automatically handle both the call processing itself and the transfer of information into CAD.
- The call is concluded without the need for human intervention, providing true workload reduction and a complete digital record.
Handling calls from the public requires more than a standard chatbot. RapidSOS HARMONY is purpose-built for the complexities of the public safety environment. Unlike generalist voicebots, HARMONY is systematically trained on the unique workflows of emergency communications centers. This approach is what allows the system to:
Detects keywords or scenarios that may indicate an emergency and immediately transfers the call to a human telecommunicator.
Uses built-in failsafes, such as confirming key details like the caller’s address, to help ensure data is correct.
Keeps caller data secure and is never used to train external AI models.
This specialization means that while we help you automate the mundane, we continue to emphasize safety or trust.
The greatest value of RapidSOS UNITE’s non-emergency call automation is the impact it has on the people serving our communities.
By offloading repetitive and draining non-emergency calls, RapidSOS UNITE can combat burnout, improve morale, and help ensure your agency maintains crucial key performance indicators like speed-to-answer.
For leaders, it’s a powerful tool to improve operational efficiency and provide a clear return on investment. For example, for a single agency, this kind of automation can save over 1,600 hours of valuable staff time annually. This is time that can be reallocated to training, complex cases, and — most importantly — to the genuine emergencies where a focused telecommunicator is needed most.
It’s a step toward creating a safer, more efficient public safety ecosystem, with improved coordination across teams and systems.
Of course, non-emergency calls aren’t the only challenge facing public safety agencies today. That’s why HARMONY takes a holistic approach:
- Answering and processing non-emergency requests — so you can focus on the critical calls that need your full attention.
- Unifying essential data and intelligent protocol guidance directly into one view for faster decision-making.
- Integrating with your existing systems to get data to the field and efficiently dispatch resources like air ambulances and roadside assistance.
- Providing comprehensive analytics, giving you the data you need to justify staffing, secure funding, and improve outcomes for your community.
HARMONY handles the mundane so that you can return to the core of your job — helping people.