Delivering A Better
Non-Emergency Call Experience
Meeting Increased Non-Emergency Call Demand
Agencies face an unprecedented surge in calls for non-emergency assistance, coupled with elevated service expectations. Due to reduced staffing across all departments, many governments have shifted their off-hour call loads to PSAPs since they are staffed 24/7. The number of lower priority calls on these phone lines can overwhelm call takers and dispatchers.
Community members often face long hold times for routine requests that can often be completed via access to resources and self-service options. How can your operations adapt to meet the needs of both the community and your call-takers?
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As times have changed, and so has the technology you need to do your job.
Versaterm CallTriage
Our AI technology effectively triages non-emergency calls and provides automated resolution to a portion of requests without the need for staff to engage with the caller on non-emergency phone line(s). Your PSAP can provide immediate service with high-quality results, leaving community members feeling heard and served. Your staff can focus on situations where callers in fact need their help per established protocols.
Benefits and Capabilities
Conversational AI helps to reduce caller hold times, provide guidance, and deliver prompt service for non-emergency service requests
Better service
Increase customer satisfaction with immediate service instead of long hold times
Increase Emergency Communications Center (ECC) capacity
Enable staff to focus on situations that require their support, while leveraging self-service options on calls that don't
Continuous improvement
Collect precise data, such as admin call type and frequency, to revise operations and request resources
Better communities
Improve community engagement with automated triage process to direct them to the right resources
Detect true emergencies
Ensure that actual emergencies are detected, and callers are quicky transferred for priority handling