AI-powered non-emergency call handling for 911 centers
Flexbone deploys conversational AI agents that triage, route, and resolve non-emergency calls — 24/7, in multiple languages — so dispatchers stay focused on emergencies.
Most 911 call volume isn't emergencies
Across the country, 911 centers handle over 240 million calls per year. The majority are non-emergencies — noise complaints, parking issues, general inquiries, civil disputes — handled by the same dispatchers who take life-threatening calls.
This creates compounding problems: longer hold times on emergency lines, dispatcher burnout and turnover, difficulty meeting NENA's 95%-within-20-seconds answer standard, and rising costs as call volume increases year over year.
Connects to your existing infrastructure in days
Flexbone integrates via call forwarding or SIP to your current phone system. No CAD migration. No hardware. No rip-and-replace.
Caller reaches the non-emergency line
Flexbone answers immediately. No hold queue, no IVR tree. The caller speaks naturally and the AI begins understanding their need.
AI collects information and triages
The agent asks follow-up questions, validates location data, and determines the appropriate resolution — whether that's generating a report, routing to a department, or escalating to a live dispatcher.
Structured output to your systems
Every resolved call produces a CAD-ready summary with location, incident type, caller details, and routing decision. Integrates with CAD, RMS, and existing dispatch tools via API.
Monitoring and optimization
Real-time dashboard tracks call volume, deflection rate, resolution time, escalation patterns, and dispatcher hours recovered. Full transcripts and recordings for QA and compliance.
Purpose-built for public safety call centers
Every feature designed for emergency communications environments, not repurposed from customer service software.
Real-Time Emergency Detection
Continuous monitoring on every call. If a caller mentions a weapon, a medical event, or any active threat, the system transfers immediately to a live dispatcher with full context.
Conversational Voice AI
Natural turn-taking, empathetic tone, and dynamic follow-up questions. Callers speak freely — no button presses, no keyword matching, no scripted paths.
Multilingual Support
English-native with automatic language detection and expanding support for Spanish, Mandarin, Vietnamese, Korean, and other languages commonly spoken in metro areas.
Location Validation
Integrates with GIS data to verify addresses, identify jurisdictions, and ensure geographic accuracy before routing reports.
SOP-Configurable Routing
Route calls based on your department's Standard Operating Procedures. Noise complaints, parking violations, animal control, public works — each goes where it should.
Dashboard & Analytics
Live call monitoring, deflection tracking, resolution metrics, and full audit trails. Exportable reports for compliance and performance review.
CAD / RMS Integration
Structured data output designed for direct ingestion into Computer Aided Dispatch and Records Management Systems. No re-keying.
Elastic Capacity
Scales instantly during surges — severe weather, major events, large incidents — without additional staffing or overtime.
Voice AI built in regulated environments, not bolted on after
Flexbone has been deploying voice AI agents in high-stakes, compliance-driven operations since day one. Every deployment is configured around your SOPs, routing logic, GIS data, and call patterns.
Production voice agents at scale
Thousands of live, unscripted voice conversations daily across complex multi-step workflows. Real-time speech processing, dynamic triage logic, and reliable escalation — solved.
Compliance-first architecture
HIPAA compliant. Designed for CJIS. AES-256 encryption, TLS 1.3, role-based access controls, full audit logging, SOC 2-aligned infrastructure.
Legacy system integration
We connect AI agents to environments without modern APIs — screen-based workflows, legacy desktop applications, on-prem systems. 15-year-old CAD? Not a problem.
No infrastructure overhaul
Connects via call forwarding or SIP trunk. No hardware, no CAD migration, no multi-month IT project.
The numbers behind the calls
Real outcomes from AI-powered non-emergency call handling across public safety agencies.
Non-emergency calls resolved without dispatcher intervention
Dispatcher time recovered per shift — time back to emergency response
Average AI resolution time vs. 5–8 minutes with human handling
Continuous coverage including nights, weekends, and surge events
How Flexbone compares
The market includes purpose-built 911 AI vendors and generic voice platforms.
| Capability | Flexbone AI | Purpose-built 911 AI | Generic voice AI |
|---|---|---|---|
| Conversational voice (not IVR) | ✓ | ✓ | ~ |
| Real-time emergency escalation | ✓ | ✓ | ✗ |
| Multilingual support | ✓ | ✓ | ~ |
| SOP-configurable routing | ✓ | ✓ | ✗ |
| CAD / RMS integration | ✓ | ✓ | ✗ |
| Legacy system integration (no-API) | ✓ | ~ | ✗ |
| HIPAA + CJIS security posture | ✓ | ~ | ✗ |
| On-site deployment support | ✓ | ~ | ✗ |
| Custom SOP configuration | ✓ | ~ | ✗ |
Works with your existing systems
Flexbone produces CAD-ready structured data and integrates with the dispatch and records management systems you already use.
Built for CJIS. Proven under HIPAA.
Architected for regulated data from day one — not retrofitted after the fact.
Encryption
AES-256 at rest, TLS 1.3 in transit. All recordings and transcripts encrypted end-to-end.
CJIS-ready
Infrastructure aligned with CJIS Security Policy requirements.
Full Audit Trail
Every call logged with transcripts, timestamps, routing decisions, and outcomes.
Access Controls
Role-based permissions with MFA. Configurable for admin, dispatch, and QA.
See it handle a live call
We'll demo Flexbone resolving non-emergency call scenarios configured for your department's workflows and routing logic.