The Charleston County Consolidated Emergency Communications Center in South Carolina is leveraging Amazon Connect and artificial intelligence to streamline non-emergency calls.
"[Callers] dial that 7200 number, and that line is already corded into the Amazon cloud, so it doesn't even ring in our center initially. It will then get screened by Amazon Connect … we've already named [the AI call taker] Matthew. He's our favorite call taker," Lake said.
"We configure Amazon Connect," Lake said."As an example, we get multiple calls about fireworks each Fourth of July. We set up a workflow so that the caller could identify which municipality they were in, and then we provided the fireworks rules for that municipality. When you mentioned COVID, Amazon Connect could [have] allowed us to pre-screen callers or provide information without having to talk to a telecommunicator.
Lake said that between May 22 and Aug. 16, out of the 1,346 animal control calls to Matthew, 660 were handled by the 911HelpMe form. He highlighted that 911 operators go into the job knowing they will be speaking with people on the worst days of their lives, but what they don’t always account for is the administrative calls about comparatively innocuous reports or complaints.
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