Bernalillo County Emergency Communications has launched an automated system that uses artificial intelligence to handle non-emergency calls. The new platform, developed by Prepared, aims to help dispatchers manage calls more efficiently and ensure that urgent emergencies receive prompt attention.
When residents call the county’s non-emergency number, they are greeted by an AI-powered assistant capable of conversing in both English and Spanish. The assistant quickly determines the nature of the call and can transfer it to emergency services if needed. Staff will continue to monitor the line so that emergencies are not missed.
Emergency Communications Director Robbie McCormick said, “We are equipping our call takers and dispatchers to utilize the Axon Prepared platform for this reason. We can expedite calls by being able to process multiple calls simultaneously, relieving the 911 call takers to address those calls which may be lengthier, which often happens when providing pre-arrival instructions for medical, life-safety issues, scene safety, and property protection.”
McCormick added, “This system is an Axon product, meaning it will also integrate with the Axon Fusus Camera system and Skydio drones the Bernalillo County Sheriff’s Office are already using. In the near future this will allow us to collectively build more accurate and complete information of what is occurring in and around the location of response.”
The department emphasized that residents should still dial 911 for emergencies.
The implementation follows seven months of preparation and training involving collaboration with Prepared’s customer success team. New policies have been created to guide staff on how best to use the system in different situations.
This update comes as public safety remains a concern in Bernalillo County. Recent reports indicate frustration from the District Attorney’s office over suspects who violate GPS monitoring requirements but remain out of custody due to judicial decisions.
More information about Prepared can be found at Prepared911.com.
