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News Release

Southeast Communications Center To Launch A.I. Support For Non-Emergency Calls - 01/06/26

The Southeast Communications Center (SECOMM) will soon launch a new artificial intelligence (A.I.) tool to assist with non-emergency calls, helping ensure emergency lines remain available for urgent, life-threatening situations while improving service for non-emergency callers.

 

The new system, called Aurelian, will not be used for 911 calls. All emergency calls will continue to be answered and managed directly by trained Emergency Communications Dispatchers.

 

Residents should continue to call 509-628-0333 for non-emergency requests.

 

Instead, Aurelian will assist with common non-emergency calls such as general questions, reporting a crime that is no longer in progress, minor traffic concerns, and other calls that do not require an immediate emergency response. The technology gathers initial information, helps route calls appropriately, and provides summaries that are reviewed by SECOMM staff.

 

“Our priority has always been public safety,” says Jay Atwood, Executive Director of Benton County Emergency Services. “This technology allows our Emergency Communications Dispatchers to stay focused on emergency calls, while still ensuring non-emergency callers receive timely, accurate assistance.”

 

Supporting Emergency Communications Dispatchers — Not Replacing Them

The A.I. system is designed to support dispatchers, not replace them. Emergency Communications Dispatchers remain fully responsible for decision-making, response coordination, and emergency handling. If a non-emergency call is identified as urgent or complex at any point, it is immediately transferred to a dispatcher.

 

Calls for police, fire, or medical emergencies will always receive priority attention from trained professionals.

 

Improving Efficiency and Access

Call volumes continue to increase each year, particularly during major incidents or community emergencies. Non-emergency calls during these times can contribute to longer wait times for those needing immediate help.

 

By using A.I. to assist with non-emergency call triage, Southeast Communications aims to:

 

  • Reduce wait times for callers
  • Keep emergency lines open for critical situations
  • Improve overall response efficiency
  • Support dispatcher workload and well-being

 

The system can communicate in English, Spanish, and up to 14 additional languages, improving accessibility for a broader range of callers. On average, similar agencies using this technology report saving dispatchers approximately three hours per day, with about 74% of non-emergency calls handled through automation.

 

Commitment to Safety and Transparency

Anticipated to kick-off on January 13, 2026, the A.I. system will be closely monitored following launch, with SECOMM leadership overseeing performance and outcomes. Caller privacy remains protected, and the technology does not replace human review or professional judgment.

 

More information about this new capability, including how and when it will be implemented, will be shared as the launch approaches. Visit www.bces.wa.gov/non-emergency for a list of FAQ’s and additional information.

Southeast Communications Center To Launch A.I. Support For Non-Emergency Calls - 01/06/26

The Southeast Communications Center (SECOMM) will soon launch a new artificial intelligence (A.I.) tool to assist with non-emergency calls, helping ensure emergency lines remain available for urgent, life-threatening situations while improving service for non-emergency callers.

 

The new system, called Aurelian, will not be used for 911 calls. All emergency calls will continue to be answered and managed directly by trained Emergency Communications Dispatchers.

 

Residents should continue to call 509-628-0333 for non-emergency requests.

 

Instead, Aurelian will assist with common non-emergency calls such as general questions, reporting a crime that is no longer in progress, minor traffic concerns, and other calls that do not require an immediate emergency response. The technology gathers initial information, helps route calls appropriately, and provides summaries that are reviewed by SECOMM staff.

 

“Our priority has always been public safety,” says Jay Atwood, Executive Director of Benton County Emergency Services. “This technology allows our Emergency Communications Dispatchers to stay focused on emergency calls, while still ensuring non-emergency callers receive timely, accurate assistance.”

 

Supporting Emergency Communications Dispatchers — Not Replacing Them

The A.I. system is designed to support dispatchers, not replace them. Emergency Communications Dispatchers remain fully responsible for decision-making, response coordination, and emergency handling. If a non-emergency call is identified as urgent or complex at any point, it is immediately transferred to a dispatcher.

 

Calls for police, fire, or medical emergencies will always receive priority attention from trained professionals.

 

Improving Efficiency and Access

Call volumes continue to increase each year, particularly during major incidents or community emergencies. Non-emergency calls during these times can contribute to longer wait times for those needing immediate help.

 

By using A.I. to assist with non-emergency call triage, Southeast Communications aims to:

 

  • Reduce wait times for callers
  • Keep emergency lines open for critical situations
  • Improve overall response efficiency
  • Support dispatcher workload and well-being

 

The system can communicate in English, Spanish, and up to 14 additional languages, improving accessibility for a broader range of callers. On average, similar agencies using this technology report saving dispatchers approximately three hours per day, with about 74% of non-emergency calls handled through automation.

 

Commitment to Safety and Transparency

Anticipated to kick-off on January 13, 2026, the A.I. system will be closely monitored following launch, with SECOMM leadership overseeing performance and outcomes. Caller privacy remains protected, and the technology does not replace human review or professional judgment.

 

More information about this new capability, including how and when it will be implemented, will be shared as the launch approaches. Visit www.bces.wa.gov/non-emergency for a list of FAQ’s and additional information.