Buncombe County to Implement AI Technology for Handling Non-Emergency Calls

The Buncombe County Sheriff’s Office in Asheville, N.C. has announced plans to transition non-emergency calls to a form of AI technology known as “machine learning.” This shift is intended to improve response times by dispatchers for critical incidents, ensure first responders and equipment are deployed efficiently, and enhance the overall user experience by reducing wait times with automated systems.

Starting May 6, there will be a 30-day training period where callers to non-emergency lines will interact with an AI machine before being transferred to a live representative. After the training, the AI machine will be responsible for routing non-emergency calls to the appropriate location for response.

It’s important to note that calls to police, fire, medical services, or 911 will still be handled by live call-takers. The transition to AI technology only applies to non-emergency lines such as those for the Asheville Police Department, Buncombe County Sheriff’s Office, Emergency Management Services/fire, and Department of Social Services after hours/weekend/holiday.

According to Assistant County Manager DK Wesley, this move is designed to allow highly trained first responders to focus on emergencies when time is critical, rather than handling non-urgent calls such as directions to the Blue Ridge Parkway or noise complaints. By utilizing machine learning for non-emergency calls, the Sheriff’s Office aims to better serve the needs of Buncombe County residents.

In case of an emergency, residents are reminded to always call or text 911 for immediate assistance.