The Arlington County Emergency Communications Center (ECC) launched Amazon Connect to handle non-emergency calls starting June 1, 2023. This cloud-based service allows anyone to contact the County for non-emergency issues using the non-emergency line, 703-558-2222, freeing up 9-1-1 professionals to focus on emergencies. Amazon Connect is allows the ECC to address non-emergency calls more efficiently while protecting caller privacy. The technology is designed to streamline operations, improve service delivery, and reduce the burden on emergency responders. Amazon Connect is only for non-emergency calls; the current 9-1-1 system will continue to handle emergency calls. When a caller dials 703-558-2222 (the non-emergency line), Amazon Connect will answer and provide verbal assistance. The system can answer calls and speak to the caller. No personal information is stored or shared with Amazon. In the future, the County plans to expand the system's capabilities using artificial intelligence. The system will learn to identify and effectively address reasons for calling (e.g. towed cars, potholes, trail and park maintenance, noise complaints, County operating status), and will offer service in the County’s top five most spoken languages. The County also plans to connect the system to its online reporting form and update residents on resolving non-emergency issues they share. |