How do we give our telecommunicators more time for emergencies without adding staff?
Emergency communication centers (ECCs) across the United States are facing common challenges, i.e., increasing call volumes, persistent staffing shortages, and the need to ensure that telecommunicators can focus on emergencies. While many centers view technologies such as digital transmission of alarm notifications and AI-powered call automation as effective, they work best when deployed together.
That was the central message of a recent webinar I participated in. Joining me for the panel discussion were Barbara Loveless, director of operations for Hamilton County (Tenn.) 911, Catherine Roundtree, a shift supervisor for the center, and Max Keen, CEO and cofounder of Aurelian.
The webinar used Aurelian’s AI chatbot and ASAP Service to illustrate how two different approaches to automation can address different parts of the ECC workload. More broadly, AI-powered call automation and digital alarm delivery are not competing technologies. They address different communications workflows and can complement one another.
ASAP Service — jointly developed by The Monitoring Association (TMA) and the Association of Public Safety Communications Officials (APCO) - automates the transfer of alarm information from alarm monitoring centers directly into an ECC’s computer-aided dispatch (CAD) system. Instead of an alarm company placing a phone call and verbally relaying information to ECC personnel, structured digital data — including addresses, alarm zone and type details, keyholder information, building pre-plan and evacuation plans, images, and other supporting documentation — is transmitted digitally and automatically. Telecommunicators even can request additional information electronically through a bidirectional connection — without making a phone call.
For ECCs already using ASAP Service, this means alarm information arrives in CAD without a phone call. Instead of answering, verifying, and manually entering alarm details, telecommunicators review structured incident information in CAD—reducing manual tasks and letting them focus on calls that require their expertise.
AI-powered call automation addresses a different category of calls. The solution handles nonemergency interactions by answering questions, directing callers to the appropriate resources, identifying emergencies that require immediate escalation, and collecting information necessary to create calls for service. Whether someone is requesting a police report, reporting a noise complaint, or asking how to reach another agency, the chatbot can manage the interaction without requiring a telecommunicator to answer.
Together, these solutions reduce the two largest sources of routine workload entering an ECC: alarm notifications and nonemergency public inquiries.
A Shared Destination: The CAD System
These solutions complement each other so effectively because both can feed information into the same operational platform: the CAD system.
ASAP Service delivers structured alarm information into CAD, while AI call-automation solutions can manage routine nonemergency interactions and, depending on the solution and integration, create or provide information for CAD calls for service. Because both solutions integrate into the same workflow, telecommunicators continue working from a single operational pane of glass without switching between applications.
Rather than adding complexity, automation simplifies operations by ensuring information arrives in a consistent, actionable format.
Giving Time Back to Telecommunicators
The greatest benefit of these solutions is not reducing staff — it is maximizing the effectiveness of existing personnel.
In May 2026, Hamilton County 911 received 10,228 emergency calls, nonemergency calls, and alarm notifications. ASAP Service and Aurelian’s AI chatbot diverted 1,089 and 1,404 calls, respectively, into the center’s CAD system — 24% of incoming workload was automated directly into CAD—giving telecommunicators more time to focus on emergency callers.
“The impact has been huge,” Loveless said. “These are solutions that the 911 community can no longer ignore.”
Instead of repeatedly answering administrative questions or manually processing alarm notifications, telecommunicators can now dedicate more attention to emergency callers whose incidents require their unique expertise and experience.
Equally important, automation gives telecommunicators something every Emergency Communications Center needs more of - time. Time to focus on the next emergency instead of routine tasks. Time to recover after handling a difficult call. And time to provide the level of service their communities expect when every second counts.
That "breathing room" isn't just about improving efficiency, it helps reduce task overload, supports employee well-being, and enables telecommunicators to remain focused when the next critical incident occurs.
Faster Responses with Better Information
The complementary value extends beyond reducing call volume. Because alarm information reaches telecommunicators digitally through ASAP Service, field responders often begin moving before a home or business owner even realizes an alarm is activated. Rich or multimedia data — including floor plans, images, audio files, and other supporting documentation — provides responders with more context than a traditional phone conversation ever could deliver.
At the same time, AI chatbots ensure that nonemergency callers still receive timely service. Rather than waiting on hold or occupying telecommunicators who are handling critical incidents, callers receive guidance, have reports initiated, or are directed to the correct agency automatically.
In both cases, automation improves customer experience without sacrificing public safety.
Technology That Supports, Not Replaces
It’s critical to note that neither solution is intended to replace telecommunicators. Instead, both solutions act as force multipliers.
ASAP Service can function like an “unseen telecommunicator,” automatically creating alarm incidents in CAD while telecommunicators continue their normal workflows. Similarly, Aurelian’s chatbot functions as an intelligent “front door” for nonemergency communications, filtering routine interactions while immediately escalating emergencies whenever they are identified.
Consequently, routine work is automated, priorities become clearer, and personnel can focus on the situations where their expertise is needed most.
“You’re not giving up control when you use these solutions — you’re actually getting it back,” Loveless said.
Building the Modern Communications Center
As ECCs continue searching for ways to address staffing challenges and growing service demands, the choice should not be between AI call automation or digital alarm delivery.
The greatest operational gains occur when both work side by side.
ASAP Service and AI-powered call automation address different parts of the communications workload. Digital alarm delivery can reduce repetitive alarm-processing tasks, while AI solutions can help manage appropriate nonemergency interactions. Used strategically, these technologies can create an environment where predictable, repeatable work is automated, and highly trained professionals remain focused on the situations where their expertise matters most.
Every Emergency Communications Center's modernization journey is different, but one thing is becoming increasingly clear: technologies that reduce routine workload and improve information flow are no longer future concepts—they're delivering measurable results today. Whether your center is exploring AI, digital alarm delivery, or both, understanding how these solutions work together is an important first step. If you're interested in learning how ASAP Service could support your center's operational goals, we'd welcome the opportunity to explore what that could look like for your center.
Karen Carlson is MCP’s vice president and general manager for alarm protocol managed services. Email her at Karen Carlson@MissionCriticalPartners.com.
