Hamilton County 911 will begin using artificial intelligence (AI) to assist its personnel in handling non-emergency calls.

According to a Thursday press release, “Evelyn” is the new AI call-handling assistant. The AI assist will be handling routine calls for service on the seven-digit lines. 

All 911 calls will continue to be answered by real people who are trained to help.

“Evelyn is under the supervision of a dedicated telecommunicator who monitors all the calls being taken,” said Jeff Carney, executive director of the Hamilton County 9-1-1 Emergency Communications District. “That ensures that the correct actions have been implemented.” Carney says this technology will streamline operations and allow our team to focus on higher-priority calls. 

Many people do not realize that the same personnel who answer the 9-1-1 lines also answer the 7-digit, non-emergency line. Utilizing the AI assistant will allow our call-takers to direct their attention on the emergency 9-1-1 calls.

At this phase of implementation, Evelyn will forward non-emergency calls to departments such as records, courts, and utilities, while also offering features such as reporting watch lists and burn permits. “It will also assist with vehicle repossessions and private property tow requests,” said Dr. Richard Brown, Chairman of the 9-1-1 Board of Directors. “If there are any calls that Evelyn is not handling yet, or if there is any indication of an emergency, the call will immediately be transferred to a live call-taker.”

Automated phone attendants have been a fixture in many industries for years, and now, they are becoming an integral part of 9-1-1 centers across the country. “This is a prudent step to make use of current technology,” said Carney, “which enables us to more efficiently utilize our personnel in the most effective manner while continuing to provide this vital service to the public.”

What the Public Needs to Know for Best Results:

To get the most accurate assistance from Evelyn, please follow these guidelines:

• Speak in a normal tone of voice and at your usual speed—there is no need to talk louder or slower.
• Provide two or three sentences explaining your need, as this helps Evelyn identify the best way to assist you.
  • Best Result: “I need to get a copy of a police report completed by “Name the Agency”.
  • Less than optimal result: “Report.”