Transforming Public Safety with Conversational AI-Powered Solutions
As artificial intelligence becomes more universal, industries are quickly adopting the advantageous technology. These advanced solutions have evolved from older, less efficient versions. Conversational AI enables users to use their natural language to request assistance. This technology has rapidly become an effective asset across many fields, and public safety agencies are following along in implementation.
From Impersonal Bots to Intelligent Conversations
In the past, AI was limited to private sector use in the form of impersonal chatbots or interactive voice response units (IVRUs). Users would be guided through various questions, with the chatbot guessing at the issue and offering simple responses. While some of these legacy automation tools worked as intended, they could also lead to frustrating customer service experiences. If a user was unable to get the information they wanted, their view or opinion of the company they’re interacting with could diminish.
Now, we have more capable AI technology through conversational AI. This type of artificial intelligence sorts through large volumes of data, machine learning and natural language processing. From all of this information, this sophisticated technology can better imitate human interactions and produce more intuitive results.
Conversational AI applications can improve customer interactions, reduce costs, speed up service and provide better analytics for improvement. Chatbots become responsive virtual agents that can also communicate in different languages, reducing barriers for diverse communities. In public service, conversational AI can improve the processes for Public Safety Answering Points (PSAPs). Automated solutions can effectively triage non-emergency calls, providing faster service and reducing the burden on call takers. Non-emergency reporting virtual investigators help standardize information intake and decrease repeat calls and processing times.
Balancing Innovation with Human Expertise
With artificial intelligence becoming more universally accepted, many industries are rapidly integrating this new technology into their products and services. The public safety field is no exception.
Most new technology brings new and old concerns alongside their advantages. Government and public safety agencies must keep them in mind when implementing AI in their processes. The positive potential of this technology is apparent when AI is viewed as a tool to help improve processes rather than as a replacement for the people who conduct them. Public safety work relies on communication, empathy and moral judgments. These are all aspects that require the quick thinking and adaptability of real people.
“Our conversational AI solutions are focused on handling lower priority issues and allowing humans to handle high-priority cases,” Versaterm Product Manager Rochelle Danielson said. “We’re taking mundane, routine tasks off [telecommunicator’s] plates so they can focus on other things.”
These implementations perform best when the purpose has a targeted outcome. These systems require adherence to high standards, security and monitoring protocols to perform effectively.
Tailored AI Solutions for Public Safety
Public safety agencies can benefit from these tools built for the needs of law enforcement and PSAPs. Two of Versaterm’s community engagement solutions, Versaterm CommunityReport and Versaterm CallTriage, use public safety-specific, conversational AI models. Versaterm solutions use investigative discourse authored by experts with law enforcement backgrounds. These systems facilitate seamless information exchanges between agencies and callers. Both of these cloud-based solutions can work with Versaterm CAD, Versaterm RMS and third-party systems.
Versaterm CommunityReport: Streamline Non-Emergency Reporting
Versaterm CommunityReport leverages conversational AI to assist community members through situations that don’t require an immediate police response. These calls include reports of power outages, noise complaints or similar non-life-threatening situations. This solution generates review-ready reports and is compliant with NIBRS and CCJS reporting requirements.
As an example, let’s look at a store owner that needs to report a case of organized retail theft. The retailer uses Versaterm CommunityReport to report the crime and a virtual investigator guides them through the reporting process. The investigator will ask key questions to gather important information about the incident. Versaterm CommunityReport integrates with Versaterm RMS or a third-party RMS and automatically creates a report that suits law enforcement’s needs. The store owner will receive automatic updates about the status of their case after they’ve been issued a case number.
Versaterm CallTriage: Optimize Non-Emergency Call Handling
Versaterm CallTriage effectively triages non-emergency calls and provides automated resolution requests with support from conversational AI. This allows telecommunicators to prioritize emergency calls, while non-emergency callers still get the assistance they need.
The system activates when a community member calls a department’s non-emergency number. An interactive virtual agent powered by conversational AI answers and asks the caller valuable questions that pinpoint the nature and reason for their call. Versaterm CallTriage listens to the caller’s request and determines the best course of action forward, either transferring to the emergency line or providing fully automated self-service solutions. For example, if an invidual calls wanting information about a city office, Versaterm CallTriage connects them to the correct department. If Versaterm CallTriage determines the caller needs emergency services, it transfers the call to 9-1-1 dispatch. The goal is to resolve as many calls as possible without needing to transfer the call to someone in the PSAP. This allows call takers to focus on higher priority incidents, an important efficiency as PSAPs battle staffing shortages.
Enhance Efficiency and Preserve Human Connection
The integration of conversational AI into public safety systems marks a significant step forward in service and community engagement potential. Agencies can improve operational efficiency and work to foster a stronger connection with the communities they serve by leveraging innovative tools. It is essential for law enforcement agencies to balance the use of these tools with the critical human elements of empathy, judgement and communication. When public safety embraces technology with a thoughtful approach, they can adapt to changing demands and create safer communities.
Learn more about how the conversational AI-powered solutions in our purpose-built ecosystem can streamline your agencies’ operations and help your communities. You can also schedule a meeting with one of our experts for a personalized consultation.
