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Commission hears AI pitch to automate non‑emergency police calls; vendor says it could offload half of call volume
Summary
Police staff and vendor Aurelian AI demonstrated a conversational AI for non‑emergency lines, citing a study of 700 calls that found over 70% could be automated and that the system could cut communication center call volume by about 50%; commissioners asked questions about staffing and technical details.
Police officials told the commission the Winter Garden Police Department’s communications center handles roughly 90,000 telephone calls annually, about one‑third through 911, and faces staffing and overtime pressures.
Staff introduced David Jones of Aurelian AI, who demonstrated the company’s conversational solution for automating non‑emergency administrative lines. Jones said Aurelian’s study of about 700 admin‑line call recordings indicated more than 70% could be automated or offloaded, which the company estimated would reduce total call volume to the communications center by roughly 50%.
"Over 70% of those calls could be automated or offloaded to our solution," Jones said, and the approach would triage callers, transfer emergent callers to 911, route routine requests to the correct department and capture call details needing officer follow‑up.
Staff said the project would start under a three‑year contract and that, if approved, the city would reallocate staffing by reducing one full‑time equivalent position to fund the program. Commissioners asked how many dispatchers would remain and whether the city’s trucks and collection equipment would accommodate required physical changes; staff said the department is currently understaffed and that the technology is intended to let telecommunicators focus on emergency calls.
Commissioners also asked about cloud platform options (Amazon Web Services or Microsoft Azure) and operational details. A motion to approve the vendor recommendation was made and seconded during the meeting; the provided transcript segments do not record a final vote tally.
If the commission approves the contract, staff said the system would initially be deployed for administrative lines and designed to forward emergencies to the 10‑digit emergency line automatically. Staff also committed to answer further technical and staffing questions in subsequent materials to the commission.
