CentralSquare Launches CitizenLink AI™, Reducing 911 Wait Times for Citizens by Automatically Handling Non-Emergency Calls
October 21 2024 - 1:00PM
Business Wire
New AI-powered software suite enhances
response efficiency for citizens and dispatchers by redirecting
non-emergency 911 calls
CentralSquare Technologies today at IACP 2024, introduced
CitizenLink AI™, the first integrated suite of AI-based public
safety tools in the U.S. CitizenLink AI™ integrates with several
CentralSquare products, including Pro Suite, Enterprise Suite,
ONESolution™ and Vertex™ NG911, to enhance response efficiency by
redirecting non-emergency 911 calls.
"Over 80% of 9-1-1 centers in the U.S. report being
significantly understaffed, which results in longer wait times for
citizens during critical moments,” said Sarah McWhorter, VP Product
Management for Public Safety at CentralSquare. “By using AI to
handle non-emergency administrative calls, such as reports of
barking dogs or vandalism, dispatchers can concentrate on answering
emergency calls that are vital for saving lives."
CitizenLink AI™ reduces wait times for citizens by integrating
an AI-assistant into non-emergency call queues. Powered by Amazon
Connect, the AI-assistant answers everyday questions refined by the
agency, sends text message hyperlinks with more info, or even
transfer calls.
CitizenLink AI™ also incorporates AI and SMS-based assistive
technology for individuals who are hearing or speech impaired,
non-English speakers, or are in danger and unable to speak. Callers
in distress who call 911 but hang up before the call is answered
immediately receive a text verifying if they intended to call 9-1-1
and can communicate back.
This tool ensures equal access to emergency services, unlike
legacy systems that rely entirely on the caller’s ability to
speak.
“The technology behind CitizenLink AI™ ensures that everyone,
regardless of their ability to speak during a crisis, can access
emergency services quickly and equitably,” said Ms. McWhorter.
CentralSquare is currently accepting early adopters for
CitizenLInk AI™. Interested agencies can learn more by visiting
centralsquare.com or contacting
earlyadopters@centralsquare.com.
About CentralSquare Technologies:
CentralSquare Technologies is the leading provider of public
sector software in North America. The best-run communities rely on
CentralSquare to manage all aspects of their state and local
governments – from public safety to public works. Our comprehensive
software suite includes modern cloud-based solutions to support
police, fire, finance, payments, permits, utility billing and much
more. With more than 40 years of dedication to the public sector,
today we proudly serve over 8,000 customers. Learn more at
www.centralsquare.com.
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