Buncombe County Sheriff’s Office in Asheville, N.C. has announced plans to transition non-emergency calls to a form of AI technology called “machine learning.” This change is intended to improve response times, ensure resources are deployed effectively, and enhance the overall user experience by reducing wait times with automated systems.
Starting on May 6, a 30-day training will begin where callers to non-emergency lines will interact with an AI machine before being transferred to a live representative. After the training period, the AI machine will direct non-emergency calls to the appropriate location for response.
For callers in need of police, fire, or medical assistance, they will always be connected to a live call-taker. Calls to 911 will continue to be directed to human responders for immediate help. The non-emergency lines transitioning to AI technology include the Asheville Police Department non-emergency line, Buncombe County Sheriff’s Office non-emergency line, Emergency Management Services/fire non-emergency line, and the Department of Social Services after hours/weekend/holiday line.
Assistant County Manager DK Wesley explained that the use of machine learning will allow highly trained first responders to focus on emergencies that require immediate attention. This change reflects the sheriff’s office’s commitment to innovation and continuous improvement in serving the needs of Buncombe County residents. In any emergency situation, individuals should always call or text 911 for immediate assistance.