Case Study: Kalamazoo County Consolidated Dispatch Authority reduces non-emergency call volume with Aurelian’s Ava

Kalamazoo County Consolidated Dispatch Authority - Customer Case Study

Kalamazoo County Consolidated Dispatch Authority (KCCDA) was challenged by an overwhelming annual volume of 130,000 non-emergency calls, which created a stressful environment, strained resources, and diverted critical focus from life-threatening 911 emergencies. Seeking a scalable solution, the agency selected Aurelian and implemented its AI-powered non-emergency call handling system, Ava.

By deploying Aurelian's solution, KCCDA automated 60% of its non-emergency call volume. This resulted in a more peaceful work environment, improved staff morale, and allowed telecommunicators to refocus on urgent 911 calls. The successful implementation, noted for Aurelian's high responsiveness, modernized citizen service and created significant efficiency gains without the need for additional staff.

Kalamazoo County Consolidated Dispatch Authority

Jeff Troyer

Executive Director