In an era where emergencies can take precedence over non-urgent matters, the strain on 911 call centers is reaching critical levels. Aurelian, a startup that pivoted from automating hair salon bookings to revolutionizing emergency response, has emerged as a beacon of hope. Founded by Max Keenan, Aurelian’s innovative AI voice assistant aims to alleviate some of the workload faced by fiercely understaffed 911 dispatch centers.

The inception of this groundbreaking project was rooted in a seemingly innocuous issue. A salon owner, frustrated by a carpool line blocking her business, found herself caught in a relentless hold queue on a non-emergency line for 45 minutes. This conversation sparked Keenan’s pursuit to enhance the call handling capabilities of 911 centers. Through extensive research, he found out that the very same staff managing non-emergency calls were also responsible for responding to life-threatening situations—a revelation that catalyzed the creation of Aurelian’s AI solution.

Launched in May 2024, Aurelian’s AI voice assistant triages non-urgent calls, handling matters such as noise complaints, parking violations, and reports of stolen items. This innovative technology not only prioritizes emergencies but also efficiently channels non-critical issues to appropriate resources without burdening human dispatchers. In cases deemed as real emergencies, the AI is trained to seamlessly transfer the call to a human dispatcher. This capability ensures that urgent needs are promptly addressed while freeing human resources to focus on critical situations.

Aurelian recently achieved a significant milestone, raising $14 million in a Series A funding round led by NEA. This financial boost will enable Aurelian to scale its operations and deploy its AI solution in more jurisdictions across the United States. Currently, over a dozen dispatch centers, including services in Snohomish County, Washington; Chattanooga, Tennessee; and Kalamazoo, Michigan, are among the early adopters of this technology. The early results demonstrate a promising reduction in waiting times and stress levels for dispatchers.

The necessity for Aurelian’s platform is underscored by the alarming turnover rate in the dispatch industry. Being a dispatcher is one of the most high-pressure jobs, leading to exhaustion, chronic stress, and a consequent high turnover rate. Many emergency dispatchers report long hours that can exceed 16 hours a day, and this rigorous schedule can compromise the quality of service delivered to the public. With Aurelian’s AI handling less critical calls, dispatchers are better positioned to focus on emergencies, enhancing overall response times and effectiveness.

This pivot by Aurelian is an excellent example of how technology-driven solutions can create measurable improvements in traditional public services. It aligns with a growing trend where industries are increasingly looking towards AI to enhance efficiency and operational effectiveness. Notably, Aurelian not only aims to support emergency services but also to contribute positively to community safety and responsiveness.

Looking ahead, there is a tremendous opportunity for growth in the application of AI in emergency services. As Aurelian continues to refine its technology and expand its reach, it paves the way for other sectors to explore similar innovations. The integration of AI within public services could mark the beginning of a new chapter for efficient governance. With increasing stressors on public service sectors, Aurelian’s efforts exemplify how innovative thinking can result in improved community outcomes.

Overall, Aurelian’s mission reflects a strong commitment to enhancing emergency response systems and addressing the realities of public service workloads. The journey from an automated appointment booking service to a transformative public safety tool serves as a powerful reminder of how recognizing a problem and responding with innovative solutions can lead to profound impacts. As the public continues to demand more from emergency services, Aurelian’s advancements could set the stage for a new standard in the industry.