AI technology Aurelian improves SECOMM response times and dispatcher efficiency

April 4, 2026 - 07:47

The Southeast Communications (SECOMM) dispatch center, serving Benton and Franklin counties, is reporting significant gains in efficiency and response times after implementing an artificial intelligence system named Aurelian to manage non-emergency calls. The technology, launched earlier this year, now handles approximately 60% of calls to the non-emergency line.

Officials state the $120,000 annual system was adopted to address staffing challenges and manage a high volume of routine inquiries. By automating calls for past-tense crimes, parking issues, non-injury accidents, and general information requests, Aurelian allows human dispatchers to dedicate more focused attention to urgent 911 emergencies.

When residents call the non-emergency number, they are immediately greeted by the conversational AI, which eliminates wait times for routine matters. The system asks structured questions to gather necessary details, creates transcripts, and routes information appropriately. Crucially, it includes safeguards to detect stress or specific keywords in a caller's voice, instantly transferring those calls to a live dispatcher for human intervention.

"We're actually able to streamline that process for you," said Chloe Young, a 911 dispatcher, emphasizing the system's role in ensuring every caller feels heard without delaying emergency responses.

While officials note the system occasionally faces transcription errors, all AI-handled calls are reviewed by staff for accuracy. They stress that Aurelian supports, rather than replaces, human dispatchers and does not process any 911 calls. With over 60% of the center’s daily calls coming through the non-emergency line, the AI’s role in alleviating bottlenecks has proven substantial, marking a notable step in using technology to enhance public safety resources.