AI agents for non-emergency calls are solving a problem that policy, process changes, and hiring couldn't fix for nearly a decade. At 911 centers across the United States, the majority of incoming calls are non-emergency inquiries — parking tickets, road obstructions, animal control — handled by operators trained for life-or-death situations. Viiz Communications built conversational AI agents on Google's Contact Center as a Service (CCaaS) platform to intercept those calls, provide full responses, and keep humans focused on emergencies.

Chad Brothers, VP of emergency services programs at Viiz, explains how the company recognized a massive problem — skilled 911 operators drowning in work that didn't require their expertise — and built an AI solution that the industry had been waiting years for. You'll hear why one of the most cautious industries in America adopted AI faster than anyone expected, how Viiz proved the concept internally by taking QA coverage from 1.5% to 85% of calls in less than two weeks, and what every organization can learn about protecting skilled workers' time and mental capacity for the work that truly requires human expertise.

Talk to an Insight specialist about Insight AI solutions because you'll get a clear path from one operational friction point to measurable AI results — the same approach that worked in this risk-averse industry: https://ips.insight.com/en_US/what-we-do/expertise/data-and-ai.html

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Chapters (5–12)

• 00:00 — Welcome and introduction

• 02:18 — What Viiz Communications does

• 03:02 — Why this AI story flips the job displacement narrative

• 04:32 — The 911 staffing crisis explained

• 07:32 — 60% of 911 calls aren't emergencies

• 09:51 — What Viiz built with Google CCaaS

• 11:12 — How emergency calls still reach humans

• 12:49 — Why a risk-averse industry adopted AI fast

• 15:37 — The parallel to every knowledge worker

• 17:35 — How to start with AI in your organization

• 19:27 — The QA agent that 3Xed output in days

• 22:20 — Homework for every listener