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
Your PSAP already sees it every shift: noise complaints, parking disputes, and repeat status calls stack up while the same takers cover wrecks, chest pain, and domestics. That mix stretches answer times and burns out the people you cannot hire fast enough to replace.
When non-emergency work stays on the emergency line, hold times climb, callbacks multiply, and meeting NENA's 95%-within-20-seconds answer standard gets harder—not because the team is slow, but because the queue is full of work that never needed a human in the first place.
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
Voice agents handle live, unscripted callers with triage logic and escalation paths your comms director signs off on—speech, telephony, and CAD handoffs in one runbook.
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.
What PSAPs measure after go-live
Targets depend on your CAD rules, languages, and what you let the agent close without a taker—we baseline those in pilot, not on a generic benchmark deck.
Non-emergency callers get intake, routing, or closure without tying up the emergency positions
Supervisors report fewer repeat noise and parking loops because the AI follows the same disposition codes every time
Routine reports finish with structured CAD fields instead of five minutes of back-and-forth on the emergency line
Municipal FAQs and after-hours intake without overtime shifts just to answer parking complaints
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.