Akron deploys AI agent 'Ava' to manage non-emergency dispatch calls
The city is using automation to reduce the burden on human dispatchers, though residents express concerns over the loss of human interaction.
The Akron Combined Communications Center has integrated an artificial intelligence system to manage its non-emergency and 311 call volumes. The move aims to streamline resource routing and alleviate pressure on a dispatch workforce facing high demand.
Implemented in May 2025, the AI agent, known as "Ava," serves as the first point of contact for non-emergency inquiries. According to city data, the system has handled 84,149 calls since its adoption, with nearly 39,000 of those calls being completely automated. Ava is programmed to collect essential caller details—including name, phone number, address, and the reason for the call—before routing the request to the appropriate resource. To maintain service quality, the system is designed to detect cursing or signs of frustration, at which point it automatically transfers the caller to a human agent.
Operational Context
The adoption of the AI "tree" system comes as a response to significant staffing and volume challenges. The Combined Communications Center operates with 62 staff members who are responsible for managing more than 330,000 police and fire calls every year. City officials introduced the AI as a trial solution to prevent the dispatch system from becoming overburdened by administrative tasks, ensuring that limited manpower is not consumed by routine inquiries.
The Efficiency Trade-off
This shift reflects a broader municipal trend of automating administrative public safety tasks to prioritize life-critical emergencies. However, the transition has created friction between operational goals and public sentiment. During a Ward 7 meeting on August 26, 2026, city officials defended the system's efficiency, but residents voiced concerns regarding response times and a strong preference for human interaction. There are further concerns that the use of automated interfaces may inadvertently encourage residents to misuse 911 emergency lines simply to bypass the AI and reach a human operator.
Future Outlook
While the city continues to lean on Ava for non-emergency traffic, the system remains strictly separated from emergency services; officials confirmed the AI is not used for 911 calls. The long-term success of the program will likely depend on whether the city can balance the technical gains in call volume management with the need to maintain public trust in the accessibility of city services.