About 20 community members gathered for a Ward 7 council meeting where city officials detailed the use of artificial intelligence at Akron’s emergency dispatch center. Council Member Donnie Kammer opened the session, speaking with the Documenters before the public comments began.
AI assists, does not replace, 911 calls
Dispatch supervisor Michelle Nicholson clarified that the AI agent, named Ava, is employed only for non‑emergency calls. When a resident dials the 311 line or the city’s non‑emergency numbers (330‑375‑2181 or 330‑375‑2101), Ava asks for the caller’s name, phone number, address and reason for calling. Nicholson urged callers not to become frustrated, noting that the system is designed to gather basic information quickly.
Akron’s dispatch center employs 62 workers who handle roughly 330,000 emergency and non‑emergency calls each year. The AI system, adopted in May 2025, routes calls to the appropriate department and, on weekends when the desk is unmanned, handles 311 inquiries automatically.
Why the city turned to AI
Summit County also uses AI tools for its non‑emergency line, but Akron operates an independent call center. Rapid call volume had strained the city’s resources, prompting officials to trial AI as a solution. In some instances, the AI can forward all necessary details to a dispatch team, eliminating the need for a human operator to repeat information.
Dispatchers explained that callers should use 311 for neighborhood concerns such as stray animals, dead animal removal, overgrown grass, property or housing issues. The city’s website advises using the non‑emergency numbers for crimes that do not require immediate attention, such as incidents where suspects have fled and no injuries occurred.
Resident concerns and data
Several residents asked how long AI has been in use and whether it has caused more people to dial 911 to speak with a live person. Nicholson reported that, since adoption, AI has handled 84,149 calls, with nearly 39,000 completed entirely without human intervention. Of the 17,322 calls that reached an AI agent, 1,200 (about 7%) required a callback for additional information. The time frame for these figures was not specified.
Some community members expressed frustration with slow 911 response times. Dispatchers noted that response times vary based on call volume and available responders, and that calls are prioritized by severity rather than wait time. An Akron Police Department officer emphasized that the department focuses on the seriousness of each call.
Looking ahead
Dispatchers acknowledged that residents may be uneasy speaking with an AI system, but they stressed that the technology is improving and that callers can become accustomed to it. The AI is also trained to detect frustration or profanity and can route such callers to a human agent.
Overall, city officials believe the AI trial helps free dispatchers to concentrate on genuine emergencies, improving overall public‑safety operations while maintaining the personal touch for critical 911 calls.
Original reporting: Signal Akron — read the source article.
