Volusia County, FL — If you dial the non-emergency line in Volusia County, you might notice a new voice on the other end of the line. That voice belongs to Ava, an AI-powered assistant now helping the Volusia Sheriff’s Office (VSO) manage non-emergency calls more efficiently.
Developed by Seattle-based software company Aurelian AI, Ava officially launched on August 1 and will operate 24/7. Her mission? To reduce the workload on human dispatchers so they can focus on the most urgent calls coming through 911.
> “This is just one more way we can use technology to take our performance to the next level,” said Sheriff Mike Chitwood, noting that Ava has been in partial deployment since June for testing and evaluation. “This system puts more of our dispatchers back where we need them the most: Answering your 911 calls.”
📞 How Ava Works
When a non-emergency call comes in, Ava gathers basic details and routes the information to a dispatcher for review and processing. A live dashboard displays real-time transcripts of AI-handled calls, which are monitored by a supervisor to ensure accuracy and appropriate handling.
📊 Promising Results
Early data from the testing phase shows overwhelmingly positive feedback. Notably, 93% of 911 calls were answered within 10 seconds or less, far exceeding the national standard. This improvement directly correlates with Ava’s ability to offload non-emergency traffic.
In 2024, the VSO Communications Center received 358,723 non-emergency calls—an average of 983 per day. By comparison, there were 328,606 emergency calls to 911 and 1,140 text messages. Non-emergency calls represent the largest share of call volume, making Ava’s role especially impactful.
🔍 What’s Next
The Sheriff’s Office will continue to monitor Ava’s performance and gather community feedback to ensure the system remains responsive and effective. As technology evolves, tools like Ava may become essential in balancing efficiency with public safety.
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⚠️ Disclaimer
This article is intended for informational purposes only. The implementation of AI systems in public safety operations is subject to ongoing evaluation, oversight, and community input. The Volusia Sheriff’s Office encourages residents to continue using 911 for emergencies and the non-emergency line for routine matters. All AI-assisted calls are supervised to ensure compliance with agency standards and public trust.
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