Why 911 Centers Are Turning to AI as Staffing Shortages Grow
911 centers are so understaffed, they’re turning to AI to answer calls—and it might be the biggest shift in emergency response technology in decades. Across the U.S., dispatchers are overwhelmed, response times are rising, and cities are desperate for solutions. AI could be the tool that helps keep communities safe without burning out human operators.
Image Credits:AndreyPopov / Getty Images
From Hair Salons to Emergency Tech
When entrepreneur Max Keenan joined Y Combinator’s summer 2022 batch, he wasn’t thinking about emergency services. His startup, Aurelian, was focused on automating appointment bookings for hair salons.
But one small frustration changed everything.
A salon client complained that the school carpool line next door blocked her parking lot. She called the city’s non-emergency line and waited 45 minutes before reaching a dispatcher. That sparked a question: why was such a simple issue tying up critical call center resources?
The Hidden Strain on Dispatchers
Keenan’s research uncovered a bigger problem: in many cities, non-emergency calls are handled by the same operators who answer 911 emergencies. That means a dispatcher juggling a noise complaint could also be responsible for life-or-death calls.
It’s a recipe for burnout, long wait times, and dangerous delays. And with staffing shortages nationwide, call centers are reaching a breaking point.
How AI Fits Into the 911 System
That’s where Aurelian pivoted. Instead of helping salons, the company built an AI voice assistant to relieve pressure on dispatchers.
The AI doesn’t replace 911 operators—it triages non-urgent issues like:
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Noise complaints
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Parking violations
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Stolen wallets
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Other non-emergencies that don’t require an officer immediately
By filtering these calls, AI lets human dispatchers stay focused on real emergencies.
Backed by Big Investors
This week, Aurelian announced a $14 million Series A funding round led by NEA, one of Silicon Valley’s top venture firms. Investors are betting big on AI as a solution to America’s 911 crisis.
The technology is designed to sound natural, collect accurate details, and escalate to a human dispatcher if needed—ensuring no one gets lost in the system.
Why It Matters for Cities and Citizens
For understaffed call centers, the benefits are clear:
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Faster response times for true emergencies
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Reduced stress and turnover among dispatchers
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More efficient handling of everyday community issues
If successful, AI could become a permanent part of how cities manage public safety. And as staffing shortages continue, the trend may spread far beyond the U.S.
The fact that 911 centers are so understaffed, they’re turning to AI to answer calls shows just how urgent the crisis has become. While some worry about relying too much on technology for public safety, others see it as a lifeline.
One thing is clear: the future of emergency response won’t just be human—it will be human + AI working together.
