Key Points
- U.S. 911 dispatch centers face chronic understaffing and long overtime hours.
- Aurelian pivoted from salon‑booking software to an AI voice assistant for non‑emergency calls.
- The AI can recognize real emergencies and transfer them to human dispatchers instantly.
- Deployed in over a dozen districts, including Snohomish County (WA) and Kalamazoo (MI).
- Handles routine reports such as noise complaints, parking violations, and stolen wallets.
- Raised $14 million in Series A funding led by NEA to accelerate growth.
- Competitors like Hyper and Prepared are emerging, but Aurelian is the only live‑call AI provider.
- Goal: Reduce dispatcher workload, improve response times for critical emergencies.
Background: 911 Centers Under Strain
Municipal emergency call centers across the United States are grappling with severe staffing shortages. Dispatchers, who handle both life‑critical 911 calls and lower‑priority non‑emergency inquiries, often work 12‑ to 16‑hour shifts and experience high turnover. The pressure has led to long hold times for citizens calling non‑emergency lines, exemplified by a salon owner who waited 45 minutes before reaching a dispatcher.
Aurelian’s AI Voice Assistant
Founded by Max Keenan, Aurelian originally offered automated appointment booking for hair salons. After witnessing the inefficiencies in municipal non‑emergency response, the company pivoted to develop an AI‑driven voice assistant designed to offload routine calls. The system is trained to detect genuine emergencies and instantly route those calls to a human dispatcher. For non‑urgent matters—such as noise complaints, parking violations, or stolen wallet reports—the AI collects essential details, creates a report, and forwards the information to the appropriate police department.
Deployment and Impact
Since its launch in May 2024, Aurelian’s solution has been installed in more than a dozen 911 dispatch centers, including locations in Washington, Tennessee, and Michigan. Early adopters report that the AI reduces call‑handling time for non‑emergencies, allowing human dispatchers to focus on critical incidents and alleviating overtime burdens.
Funding and Competitive Landscape
The company announced a $14 million Series A financing round led by NEA, underscoring investor confidence in its approach. NEA partner Mustafa Neemuchwala highlighted that the technology fills hiring gaps rather than replacing existing staff. While other startups such as Hyper (which raised $6.3 million in a seed round) and Prepared (founded in 2019) are also introducing AI voice solutions, Aurelian claims to be the only provider currently handling live calls at scale.
Future Outlook
With ongoing staffing challenges in emergency communications, Aurelian’s AI assistant is positioned to expand further across the nation. The company aims to continue refining its triage capabilities, broaden its deployment footprint, and maintain its lead as the sole live‑call AI solution in the public safety sector.
Source: techcrunch.com