Create Capacity in Your Communications Center

Voice or SMS-guided AI triage resolves a high volume of non-emergency calls by delivering accurate, system-driven information directly to callers, allowing many requests to be completed without staff involvement. It appliesyour agency’s processes and guidelines in real time to assess each interaction and determine when escalation is truly necessary, ensuring higher-priority situations receive immediate attention.

By automating routine inquiries while intelligently routing more complex needs, agencies can accelerate response times, reduce call handling demands and maintain consistent, policy-aligned service across every interaction.  

Community members can communicate in their preferred language, helping them feel comfortable and confident when providing information. By reducing language barriers, agencies better serve diverse communities and improve the accuracy and completeness of the information they collect, driving greater accessibility and stronger community engagement.

When integrated with Versaterm CommunityReport, Versaterm CallTriage seamlessly transitions callers into the non-emergency reporting process and supports compliance with both NIBRS and CCJS requirements. Together, these solutions accelerate resolution times, improve reporting accuracy and deliver a smoother, more user-friendly experience for reporting parties. 

Versaterm CallTriage provides the right response for each caller by delivering text message links, transferring calls, sending email instructions or offering spoken guidance based on individual needs. It automatically categorizes requests and routes them to the appropriate resource without using staff time. This approach accelerates service delivery and improves the efficient use of agency resources. 

Versaterm CallTriage allows callers in non-urgent situations to request a callback and enter a queue based on agency-defined priorities and response timelines, giving teams more control over their workload instead of forcing them to react to every call immediately. This approach reduces hold times, stabilizes operations during high-volume periods and delivers a more consistent service experience without adding strain on personnel. 

A fully integrated SMS virtual agent enables secure, guided interactions for people with hearing or speech impairments or those in sensitive situations. It captures and logs every exchange in alignment with agency protocols, helping agencies improve accessibility while creating more inclusive and reliable pathways for community members to get help.