Case Study: PenCom 911 cuts call volume and burnout with Aurelian AI Voice Assistant

How PenCom Cut Call Volume and Burnout While Improving Service

The customer, PenCom 911, a regional emergency communications center, was struggling with severe staff shortages, high volumes of non-emergency calls causing dispatcher burnout, and difficulty with recruitment and retention. To address this, they turned to the vendor Aurelian for a solution.

Aurelian implemented its AI Voice Assistant, nicknamed "Ava," to triage non-emergency calls. This solution handled over 5,000 calls, resolving 65% without human intervention and saving over 290 hours of call time in two months. This dramatically reduced strain on dispatchers, improved morale, and allowed them to focus on genuine emergencies, demonstrating the significant impact of Aurelian's technology.

PenCom 911

Karl Hatton

Deputy Director of the Port Angeles Police Department and Oversees Operations