Aurelian FAQs

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FAQs

01. What is changing at the Southeast Communications Center?

Southeast Communications Center (SECOMM) is introducing an artificial intelligence (A.I.) tool called Aurelian to assist with non-emergency calls only. The system helps gather information and route calls appropriately, allowing Emergency Communications Dispatchers to remain focused on urgent, life-threatening situations.
02. Will 911 calls be answered by A.I.?

No. All 911 calls and emergency calls will continue to be answered directly by trained Emergency Communications Dispatchers. A.I. will never answer or manage 911 calls.
03. What number do I call for non-emergencies?

The non-emergency phone number remains the same: (509) 628-0333.
04. What types of calls may be handled by A.I.?

Aurelian may assist with common non-emergency requests, such as:

• General information questions
• Reporting a crime that is no longer in progress
• Minor traffic concerns
• Administrative or service-related calls
• Situations that do not require an immediate emergency response
• If a call becomes urgent or complex, it is immediately transferred to a dispatcher.
05. How does the A.I. system work?

When a non-emergency call comes in:

• The call is answered by Aurelian
• The system gathers relevant information using natural conversation
• The call is routed, triaged, or resolved based on established protocols
• Dispatch staff review summaries and take over when needed
• Every call is monitored, and dispatchers remain in full control of outcomes
06. Is this replacing Emergency Communications Dispatchers?

No. Aurelian is designed to support dispatchers, not replace them. Emergency Communications Dispatchers continue to make decisions, coordinate responses, and handle emergencies. The technology reduces repetitive administrative calls so staff can focus on critical incidents.
07. Why is Southeast Communications using A.I.?

Call volumes continue to grow each year, often during major incidents when emergency lines must remain available. Using A.I. for non-emergency calls helps:

• Reduce caller wait times
• Keep emergency lines open
• Improve response efficiency
• Support dispatcher workload and well-being
• On average, agencies using this system save dispatchers about 3 hours per day and automate approximately 74% of non-emergency calls
08. What if the A.I. gets something wrong?

SECOMM leadership oversee system performance, and all calls are subject to human review. If the system identifies a call as urgent or if a caller needs additional help, the call is immediately transferred to a dispatcher.
09. Is my privacy protected?

Yes. Caller information is protected, and Aurelian does not replace professional judgment or oversight. The system operates under strict protocols and transparency standards.
10. Does the system support other languages?

Yes. In addition to English, the system can understand and translate Spanish and up to 14 additional languages, improving access for a broader range of callers.
11. Will this affect response times for emergencies?

The goal is the opposite. By reducing non-emergency call volume handled by dispatchers, SECOMM can improve response times for emergency calls when seconds matter most.
12. When will this system go live?

The system will be launched soon. Southeast Communications will continue sharing information as implementation progresses.
13. Where can I learn more?

Additional information will be shared as the launch approaches. For now:

• Emergency: Call 911
• Non-Emergency: Call 509-628-0333

End of FAQs

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