Akron police to use AI-powered assistant to manage non-emergency calls

AKRON, Ohio — The Akron Police Department announced it’s implementing a new AI-powered system to help manage non-emergency calls more efficiently.

APD said it receives thousands of non-emergency calls on top of 911 calls. To help improve response, APD said “Ava,” the AI-powered system, will now act as a virtual assistant to help manage the calls for service. 

Ava’s job is to connect callers with the appropriate contact, as well as gather key information for dispatchers to relay to officers. Trained dispatchers must review the data Ava gathered to make sure it’s complete and accurate before being sent to officers. 

If Ava can’t help the caller or recognizes that the caller needs immediate help, the caller will then be transferred to a live call taker, according to APD.

“This added layer of support allows dispatchers to focus more attention on urgent 911 calls, while ensuring residents continue to receive timely assistance for their non emergency needs,” APD wrote in a statement. 

APD conducted testing prior with Ava throughout the summer, so some residents may recognize it, APD said. From the testing, it received feedback from residents to help refine the system.

The implementation of this system comes after the Summit Emergency Communications Center, which covers several neighboring communities, began to use the same technology and has receive positive results.