Agentic AI for Non-Emergency Calls

Answer routine calls. Protect critical capacity.

Give every caller immediate help while giving telecommunicators more time for emergencies and complex calls.

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Every Call Matters to the Person Making It

Urgent and routine calls often reach the same limited pool of trained ECC professionals. A noise complaint, records request or abandoned vehicle may matter to the caller, but handling it can pull attention away from emergency situations that depend on experience and judgment.

NiCE Cognigy delivers Agentic AI for Non-Emergency Call Handling, answering eligible calls, understanding what the caller needs and taking action using agency-approved knowledge and rules. It can answer common questions, collect key details, share links and connect callers to the right service. When a person is needed, it transfers the call immediately with the context already collected.

Benefits

Protect Critical Capacity

Use Agentic AI for Non-Emergency Calls to reduce time spent repeating routine information and redirecting common requests.

Resolve More Routine Needs

Give callers consistent, agency-approved answers and routing at any hour.

Serve More Callers

Support natural, multilingual conversations so more people can reach the information or service they need.

Escalate Safely with Context

Bring in a telecommunicator for emergencies, distress signals or uncertain calls, and pass along the details already collected.

Public Safety Stays in Control

Your agency defines what the AI agent can answer, which knowledge it uses, what actions it can take and when a telecommunicator steps in. Human judgment remains in control.

NiCE Cognigy Agentic AI works with existing call handling, CAD and recording technologies, helping agencies add automation without replacing core infrastructure.

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Handle Routine Calls While Protecting Critical 911 Capacity
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Handle Routine Calls While Protecting Critical 911 Capacity

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NiCE’s Evidencentral platform for Public Safety & Justice agencies revolutionizes the way data is managed, from the time an incident happens, until cases are successfully closed and prosecuted.