Akron Dispatch Uses AI Agent for Non-Emergency Calls

Akron's Combined Communications Center has deployed an artificial intelligence system to manage non-emergency calls, a move that has prompted questions from residents about response times and the limits of automation in public safety.

The AI agent, named Ava, began handling calls in May 2025 and operates exclusively on non-emergency lines — not 911 calls, dispatch supervisors emphasized at an August 26, 2026 Ward 7 community meeting documented by Signal Akron.

How the system works

When callers reach Akron's non-emergency lines or the 311 system on weekends, Ava collects basic information: phone number, name, address, and the nature of the request. The system then routes calls to appropriate city resources or, in some cases, resolves requests without human intervention.

Dispatch center supervisor Michelle Nicholson told residents the AI uses a decision-tree structure to direct callers. The center handles 330,000 emergency and non-emergency calls annually with 62 staff members.

Since deployment, the AI has processed 84,149 calls. Nearly 39,000 of those were completed entirely through automation, according to an Akron Police Department officer at the meeting. Of 17,322 AI-completed calls tracked in one period, approximately 1,200 — or 7% — required follow-up callbacks for additional information.

Resident concerns about automation

Multiple attendees questioned whether the AI system has pushed more people to dial 911 to reach a human operator, and whether response times have increased. Dispatchers said the system remains in a trial phase and acknowledged that residents prefer speaking with people.

One point of confusion: several residents asked if 911 calls use AI. Dispatchers clarified that emergency calls are handled exclusively by human operators. An APD officer explained that calls are prioritized by severity, not by wait time, which can create variable response experiences.

The AI has been trained to detect caller frustration — including profanity — and route those interactions to human agents. Dispatchers said the automation has allowed staff to focus more attention on genuine emergency calls.

Why it matters

Akron's adoption of AI for municipal call handling reflects a broader trend as cities seek technology solutions to staffing constraints and call volume. With nearly 40,000 calls resolved without human contact, the system demonstrates measurable efficiency gains. But the resident pushback highlights persistent public skepticism about automation in critical services, particularly when wait times and emergency response are involved. How cities balance operational efficiency with public trust will shape the next generation of civic technology deployments.

The city operates its dispatch center independently from Summit County, which also uses AI tools for non-emergency calls. Akron's 311 service handles requests including loose animals, dead animal removal on public property, high grass complaints, and housing code issues.

Details of the AI deployment and resident questions were first reported by Signal Akron through its Documenters program, which trains residents to observe and document local government meetings.