Case Study: MACC 911 reduces non-emergency call volume with Aurelian

MACC 911 - Customer Case Study

MACC 911, a unified dispatch center for Grant County, WA, was struggling with an unsustainable volume of calls, approximately 60% of which were for non-emergencies. This high volume was contributing to staff burnout and turnover. To refocus their emergency telecommunicators on true emergencies, they partnered with the vendor Aurelian to automate the handling of these non-urgent calls.

Aurelian implemented an AI-powered call-taking solution that could understand caller needs, triage situations, and collect information. The results were transformative, reducing MACC 911's total call volume by about 50% and their non-emergency call volume by approximately 75%. In the first two months, Aurelian’s system autonomously handled 15,000 calls, creating 7,000 service requests without human intervention and significantly improving both operational efficiency and customer service.

MACC 911

Gerrit Klein

Technical Services Manager