{"resourceId":"wfdd-yadkin-county-911-ava-nonemergency-23pct-transferred-20261019","versions":[{"version":"external-bd74f1e160b42e9f6e9921f94089092db103a5d45c5d853987b2cf314324e8a1","resource":{"id":"wfdd-yadkin-county-911-ava-nonemergency-23pct-transferred-20261019","title":"Yadkin County, N.C. 911 says AI assistant AVA saved dispatchers hundreds of hours on its non-emergency line, with about 23% of calls passed to humans","organization":"Yadkin County Emergency Communications","sector":"911 and emergency communications","geography":"Yadkin County, North Carolina, USA","publishedAt":"2026-10-19","publicationDate":"2026-10-19","eventDate":null,"sourceName":"88.5 WFDD","sourceLabel":"WFDD Carolina Curious on Yadkin County's AI non-emergency assistant","sourceUrl":"https://www.wfdd.org/health-safety/2026-10-19/yadkin-county-911-ai-assistant-ava","evidenceClass":"independent-reporting","outcomeClass":"mixed","topics":["knowledge-work","operating-model","accessibility-workforce","governance-procurement"],"finding":"WFDD (88.5, Winston-Salem public radio) reported Oct 19, 2026 in its Carolina Curious series that Yadkin County Emergency Communications in North Carolina, the first 911 center in the state to deploy Aurelian's AVA voice assistant, has used it since July to answer the 10-digit non-emergency line. Operations Director Amanda Wilhoit says nearly three of every four calls to that line are information requests, which AVA now redirects or answers with links, and that the tool has saved dispatchers hundreds of hours; officials say it saved 3.4 telecommunicator hours in its first 24 hours. AVA costs roughly half of the about $66,000 a year one added staff member would cost, and it offers language translation. About 23% of AVA calls were passed to dispatchers because the caller asked for an operator or used words such as shooting, fire or ambulance; some callers get angry or repeat 'operator' until transferred. Real dispatchers still handle emergency calls. The story says Yadkin is one of more than 60 centers nationwide using AVA.","sledRelevance":"A small rural center (budgeted for three positions a shift) gives counties a cost comparison against one added telecommunicator and a transfer share to plan around, useful for centers that cannot hire their way out of concurrency.","evidence":"Public-radio feature quoting the center's operations director; operator-reported figures, no independent evaluation.","architectureImplications":"Vendor-hosted voice AI on the 10-digit line with keyword and request-based transfer to dispatchers, informational links by text and translation; 911 trunks untouched.","governanceImplications":"Transfer triggers (caller request, emergency keywords) are the core safety control and should be documented, tested and reported; agencies should define what 'hours saved' counts.","securityPrivacyImplications":"Call recordings, transcripts and texted links pass through a vendor; retention, access and translation data handling are not described in the story.","caveats":"Short public-radio feature built on the operator's account; hours saved and the 23% transfer share are not broken down by month or call type; no data on misroutes, abandoned calls, caller satisfaction or 911 answer times; cost figure is approximate; photo and the first-day figure are credited to the vendor.","streamIds":["emergency-services"],"roles":{"sales":"For sales, Yadkin frames the case in budget terms a county manager understands: an AI assistant at roughly half the cost of one added telecommunicator, freeing a thinly staffed center from a ringing admin line. The honest pitch includes the friction too: about 23% of calls still go to people, and some callers resist talking to AI. Lead with workload relief for small centers, and offer to measure transfers, misroutes and caller experience rather than promising savings the story does not show.","engineering":"For engineering, the critical design element is the escalation path: AVA transfers when callers ask for an operator or use words like shooting, fire or ambulance. Validate those triggers against real call recordings, including indirect phrasing, before go-live, and confirm how texted links and translation are logged. Keep the 10-digit line separate from 911 trunks and confirm transfer audio lands with the right console without delay.","delivery":"For delivery, plan for a community adjustment period: Yadkin reports callers who get angry or repeat 'operator'. Set a public explanation, a monthly report on transfer share and reasons, and a review of sample calls by supervisors. Assign one owner for the assistant's answers and transfer rules, and treat any missed emergency keyword as a reportable event with a fix deadline."},"roleDetails":{"sales":{"customerProblem":"Small 911 centers lose focus on emergencies when the non-emergency line keeps ringing during concurrent 911 calls.","stakeholders":["911 director","County manager","Operations manager","Sheriff and fire chiefs served by the center","County finance"],"discoveryQuestions":["What share of your non-emergency calls are information requests?","How often do 911 and admin calls arrive at the same time?","What would one more telecommunicator cost you per year?","How will you count hours saved?"],"valueHypothesis":"An AI non-emergency assistant could relieve a small center's admin-line load at less than the cost of one position, if transfer and misroute rates stay acceptable.","potentialEngagement":"Non-emergency line assessment covering call mix, transfer-trigger testing and a 90-day measurement plan.","unsupportedClaims":["Faster 911 answer times","Reduced overtime or staffing","Caller satisfaction improvements","Accuracy of emergency keyword detection"]},"engineering":{"fit":"Voice AI front end for a county 10-digit non-emergency line with keyword and request-based transfer.","architectureIntegration":"Vendor-hosted conversational agent on the admin trunk, warm transfer to dispatcher consoles, SMS link delivery and translation.","prerequisites":["Call-mix analysis","Documented answers and referral directory","Transfer keyword list","Console routing for transfers"],"constraints":["Must never answer 911 trunks","Rural callers may resist AI","Keyword triggers can miss indirect emergency language"],"security":"Define vendor retention of recordings and transcripts, access controls and handling of translated content.","proofOfValue":["Transfer share by reason, monthly","Sampled calls checked for missed emergencies","Hours-saved method documented","Abandoned-call rate before and after"]},"delivery":{"work":"Deploy and operate an AI assistant on the non-emergency line with governed transfer rules and reporting.","dependencies":["Vendor configuration","Phone system routing","County IT","Public communications"],"ownership":"County emergency communications operations manager.","skillsAdoption":"Supervisors review sample calls and adjust answers; telecommunicators handle transferred callers who may be frustrated.","governanceCheckpoints":["Transfer triggers tested before go-live","Public notice of AI use","Monthly transfer and complaint review"],"acceptanceCriteria":["Zero missed emergency transfers in sampled audits","Transfer share and reasons reported monthly","Documented hours-saved method approved by the director"],"risks":["Missed emergency phrased indirectly","Caller frustration and repeat calls","Overstated hours saved"]}},"retrievedAt":"2026-10-19T22:07:15-05:00","enrichedAt":"2026-10-19T22:07:15-05:00","enrichmentBasis":"retrieved source","accessibilityWorkforceImplications":"Translation may help non-English callers; telecommunicators keep emergencies, while callers uncomfortable with AI need a fast path to a person.","procurementImplications":"Annual cost cited as about half of one $66,000 position; buyers should get per-call or flat pricing and reporting rights in writing.","operatingModelImplications":"AI absorbs routine information calls on the admin line; dispatchers handle transfers and all 911 calls.","sourceVerification":{"responseId":"curl-wfdd-yadkin-2026-10-19","openedUrl":"https://www.wfdd.org/health-safety/2026-10-19/yadkin-county-911-ai-assistant-ava","referenceExcerpt":"about 23% of the calls that have gone through AVA were passed onto dispatchers because the citizen asked for an operator","promptVersion":"sled-research-v4.0","model":null,"basis":"agent-reported inspection"}}}]}