Frequently Asked Questions About AVA

Kitsap 911 recently introduced AVA, an Artificial Intelligence (AI) assistant designed to help answer certain non-emergency calls. AVA is intended to improve customer service, reduce wait times, and allow Emergency Communications Dispatchers to focus on emergency incidents.

Below are answers to some of the most frequently asked questions.

What number do I call for non-emergencies?

The non-emergency phone number remains the same:

360-328-7711

Will AI answer 911 calls?

No. All 911 and emergency calls continue to be answered directly by trained Emergency Communications Dispatchers. AVA will never answer or manage emergency calls.

What types of calls will AVA handle?

AVA may assist with a variety of routine and non-emergency requests, including:

General information questions.
Reporting crimes that are no longer in progress.
Minor traffic concerns.
Administrative or service-related requests.
Other situations that do not require an immediate emergency response.

If a call becomes urgent or requires additional assistance, it is immediately transferred to an Emergency Communications Dispatcher.

How does AVA work?

When an eligible non-emergency call is received:

AVA answers the call.
AVA gathers information through natural conversation.
The call is routed, triaged, or resolved using establish protocols.
Dispatch staff review call summaries and take over when needed.
Emergency Communications Dispatchers remain in control of every call outcome.

How should I talk to AVA?

Talk to AVA just as you would speak to a person answering the phone.

Speak clearly and answer the questions as they are asked.
Avoid having side conversations while speaking with AVA. Just like a live person, background conversations make it difficult to understand who is speaking.
If additional assistance is needed at any time, your call will be transferred to a dispatcher.

Is AVA replacing Emergency Communications Dispatchers?

No. AVA is designed to support - not replace - Emergency Communications Dispatchers.

Dispatchers continue to answer 911 calls, making critical decisions, coordinating emergency responses, and managing incidents. AVA simple helps handle routine non-emergency calls, allowing dispatchers to remain available for emergencies.

Why is Kitsap 911 using AI?

As call volumes continue to increase, especially during major incidents, it is important to keep emergency lines available for those who need them most.

AVA helps:

Reduce wait times for non-emergency callers.
Keep 911 lines available for emergencies.
Improve overall call handling efficiency.
Support dispatcher workload and well-being.

What happens if AVA gets something wrong?

All calls are monitored and subject to human oversight. If AVA identifies a call as urgent, cannot complete the request, or a caller needs additional assistance, the call is immediately transferred to an Emergency Communications Dispatcher.

Does AVA support other languages?

Yes. In addition to English, AVA can understand and translate Spanish and up to 14 additional languages, improving accessibility for a broader range of callers.

Will AVA affect emergency response times?

The goal is to improve emergency response.

By handling routine non-emergency calls, AVA allows Emergency Communications Dispatchers to spend more time focused on emergency incidents, helping ensure faster service when seconds matter most.

Still have questions?

If you have questions about AVA or Kitsap 911's non-emergency services, please contact us. We are committed to providing transparent information and welcome your feedback as we continue to improve our services.