Intelligent Virtual Agents
Is your 911 center being bogged down by non-emergency calls? Intelligent Virtual Agents, or IVAs, automatically route non-emergency calls to the appropriate department, freeing up human operators to focus on critical emergency calls.
Manage
Integrating with existing systems, IVAs decrease the workload on human call takers and dispatchers, reducing risk of burnout.
Automate
IVAs automate routine tasks and call handling, reducing the need for additional staffing.
Optimize
Improve your civilian caller experience with instant responses to non-emergency queries.
“How many I help you?” said the IVA. Let’s talk! >>
Intelligent Virtual Agents & Automated Call Routing
The demand to handle non-emergency calls efficiently while maintaining the focus on critical emergency responses is paramount. Wilmac’s Intelligent Virtual Agents (IVAs) are designed to enhance and sustain the operational efficiency of 911 centers by automating routine call handling and providing immediate assistance for non-emergency situations.
Intelligent Virtual Agents (IVAs) are designed to enhance and sustain the operational efficiency of 911 centers by automating routine call handling and providing immediate assistance for non-emergency situations. They are essential for any 911 center looking to improve call management, caller experience, and operational efficiency.
Wilmac Technologies collaborates closely with each client to understand their unique operational needs regarding 24/7 availability for non-emergency calls, automatic routing to appropriate departments or personnel, gathering necessary information from callers, and multilingual support. With a personalized and consultative approach, we tailor versatile, best-of-breed IVA solutions to your emergency response center.
By deploying an IVA solution, you gain the insights and tools to efficiently manage a high volume of calls simultaneously, provide immediate answers to common non-emergency questions, and deliver a human-like interaction experience. Additionally, our IVAs collect and analyze data to provide valuable insights into call patterns, ensuring continuous improvement in service quality and response times.
Don’t bog your call-takers and dispatchers down with non-emergency calls. Instead, consider using an automated call routing solution to adjust to peaks and valleys, improve their satisfaction, and more effectively serve the public.
Benefits of Intelligent Virtual Agents
Improve Non-Emergency Call Management
Seamlessly handles high volumes of non-emergency calls.
Optimize Human Operator Focus
Allows operators to concentrate on critical emergency calls.
Reduce Workload and Burnout
Automates routine tasks, minimizing dispatcher fatigue.
Enhance Caller Experience
Provides immediate answers and reduces wait times for non-emergency services.
Ensure Consistent and Accurate Information
Delivers reliable information and cuts operational costs.
Key Features of IVA Solutions
24/7 availability
Ensures continuous support, providing accessibility at all times.
Manages high call volumes simultaneously
Handles more calls efficiently without delays, improving service capacity.
Maintains caller context
IVAs gather necessary information from callers and passes it along to the call-taker.
Automatic call routing
Directs callers to the correct resource quickly, enhancing efficiency.
Provides answers to FAQs
Offers quick resolutions and information, enhancing caller satisfaction.
Integrates with CAD
Seamless connect with your current technology infrastructure.
Supports multiple languages
Increases inclusivity and accessibility for a diverse population.
Collects and analyzes call data
Provides insights into call trends for continuous service improvement.
Human-like interactions
Asking callers “How may I help you today?” instead of a complex call tree.