Aurelian Raises $14 Million for AI Voice Assistant in 911 Call Centers
Aurelian, a startup specializing in AI voice assistants, has successfully secured $14 million to enhance the management of “non-emergency” calls in 911 call centers.
Emergency response centers throughout the U.S. are grappling with serious staffing shortages, which heightens the strain on dispatchers and jeopardizes public safety. Initially focused on automating salon reservations, Aurelian shifted its focus to execute a solution that involves developing an AI voice assistant aimed specifically at handling non-emergency calls at dispatch centers.
The idea for Aurelian stemmed from challenges experienced at a hair salon where clients often had difficulty parking due to nearby school carpool lines. One salon owner found herself on hold for 45 minutes when trying to reach the city’s non-emergency line. This led CEO Keenan to delve into the workings of the non-emergency call centers, discovering that the same personnel frequently manage both emergency and non-emergency inquiries.
The AI voice agents developed by Aurelian are trained to sift through non-urgent matters, such as noise complaints, parking issues, and reports of lost wallets. These systems can identify real emergencies, swiftly directing those calls to human dispatchers. For less urgent matters, the AI collects essential information, generates reports, or communicates directly with police stations, even arranging follow-ups.
Since launching in May 2024, Aurelian’s AI assistants have been implemented in over 12 911 dispatch centers, including those in Snohomish County, WA; Chattanooga, TN; and Kalamazoo, MI. The uptake of Aurelian’s technology largely stems from ongoing staffing difficulties in emergency call centers, which is exacerbated by the demanding nature of the job that contributes to high turnover rates. Workers often face long hours, with some counties reporting shifts ranging from 12 to 16 hours.
The company and its supporters contend that Aurelian’s objective isn’t to replace human staff but rather to fill crucial roles left unstaffed due to the tough conditions of the job. Aurelian believes its AI assistants could provide substantial support to overwhelmed 911 operators.
