When you dial 911, you expect a calm, capable voice on the other end—someone ready to help in your moment of need. But what happens when the people behind those voices are stretched thin, working long hours to keep up with a flood of calls? This is the reality for dispatchers at PenCom, the emergency communications center serving Washington’s Olympic Peninsula.
Every year, PenCom’s dispatchers field about 85,000 non-emergency calls—think barking dogs or illegally parked cars. While these calls matter, they can bog down staff who need to be available for true emergencies. With only nine out of twenty dispatcher positions filled at one point, the pressure was mounting. Five consecutive 12-hour shifts became the norm, and burnout was a real concern.
Enter Eva, PenCom’s new AI-powered dispatcher. Unlike the old automated systems that forced callers to navigate endless menus, Eva can hold a natural conversation, understanding context and intent. She’s designed to handle non-emergency calls, freeing up human dispatchers to focus on situations where every second counts.
Eva’s technology is more than just a friendly voice. She listens for keywords and even picks up on the tone of a caller’s voice, flagging anything that might signal danger or distress. If there’s any hint of a life-threatening or property-threatening emergency, Eva immediately transfers the call to a human dispatcher—no hesitation, no delay.
Of course, every call still gets a human touch. Dispatchers review AI-handled calls and follow up if needed, ensuring nothing slips through the cracks. The result? PenCom expects to reduce the number of non-emergency calls handled by humans from 85,000 to just 25,000 per year.
This shift doesn’t mean humans are out of the picture. In fact, PenCom is actively seeking more dispatchers. AI is a powerful tool, but it can’t replace the empathy, judgment, and expertise of a trained professional. Instead, it acts as a force multiplier, helping a lean team do more with less.
Actionable Takeaways:
- For public safety agencies: Consider how AI can streamline non-emergency workflows and support your staff.
- For job seekers: There’s still a strong demand for human dispatchers—AI is here to help, not replace.
- For the public: When you call 911, know that technology is working behind the scenes to get you the help you need, faster.
Summary of Key Points:
- PenCom’s dispatchers were overwhelmed by non-emergency calls and staff shortages.
- AI-powered Eva now handles routine calls, allowing humans to focus on emergencies.
- The AI listens for danger and transfers urgent calls to real people instantly.
- Every call is reviewed by a human, ensuring quality and safety.
- There’s still a pressing need for human dispatchers—AI is an assistant, not a replacement.