Dive deep into the transformative power of Generative AI in the public safety sector with Chad Brothers, Vice President for Emergency Services Programs at Viiz Communications, on this episode of Cloud and Clear! Viiz Communications is addressing the critical challenges faced by 911 centers (PSAPs), including a significant staffing crisis and the distraction caused by high volumes of non-emergency calls.

Learn how their solution uses Gen AI with conversational "playbooks" and a Retrieval-Augmented Generation (RAG) approach to efficiently triage and respond to non-urgent inquiries. Chad Brothers explains how this intelligent routing lessens the workload on human telecommunicators, allowing them to focus on emergencies, and details the future plans to automate into CAD systems and integrate spatial data.

Key Takeaways:

• Viiz Communications is an emergency services solutions provider, supporting call centers and non-emergency solutions in the public safety space.
• Gen AI provides a technology solution to the staffing crisis and high volume of non-emergency calls at 911 centers.
• The solution uses playbooks and a RAG approach to formulate accurate, generative responses from public and non-public data.
• It improves telecommunicator quality of life by reducing non-emergency call volume and context switching.
• True emergencies that come through administrative lines are immediately filtered out and follow a deterministic flow to a human 911 agent.

Tune in to discover how AI is enhancing service and support for our telecommunicators and communities! Join us for more content by liking, sharing, and subscribing!

Connect with SADA & Viiz Communications:

• Learn more about SADA: https://sada.com/cloud-and-clear/
• Explore Viiz Communications: https://viiz.com/
• Learn more about ViizVital: https://viiz.com/viizviital
• Read our Viiz Communications case study: https://sada.com/customer-story/viiz-communications-launches-next-generation-911-call-solution-on-google-cloud-ccaas-with-sadas-help/

Host: Chad Johnson, Director of AI Development at Insight

Guest: Chad Brothers, Vice President of Emergency Services Programs at Viiz Communications