Carbyne Releases AI-V, an AI-Powered Virtual Agent for Admin Lines Within Emergency Communications Centers

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Mar 25, 2024, 09:00 ET

NEW YORK, March 25, 2024 /PRNewswire/ -- Carbyne, a leading innovator in emergency response technology and services, today introduces AI-V, a virtual agent that helps emergency communication centers manage high volumes of administrative calls and cope with staffing shortages. AI-V is being demonstrated this week at the International Wireless Communications Expo (IWCE) in Orlando, a premier event in the critical communications field.

More than 99% of emergency communications centers in the U.S. manage both emergency 9-1-1 lines and administrative lines (10-digit numbers and 311) that support other public services such as trash removal and street maintenance, which can account for 50% to 80% of calls received. Considering that most U.S. PSAPs (Public Safety Answering Points) face critical staffing shortages, they need to prioritize their staff to support emergency (9-1-1) lines first, leaving a gap in support for administrative calls and the community with a sub-optimal experience compared to private sector call centers.

"AI-V addresses the #1 problem facing most emergency communication centers, which is understaffing," said Amir Elichai, Carbyne's CEO. "They need their personnel to answer emergency calls first. By integrating AI in a cloud-native platform, we're transforming how communities can meet their citizens' expectations for smartphone-era service."

Going far beyond an automated menu of options, AI-V uses assistive intelligence (AI) to interact with non-emergency callers, providing citizens a quick and consistent experience that gives them the information they need and allows them to talk to humans when necessary.

Carbyne has built a full-service virtual agent that can handle many routine inquiries, including routing calls, answering commonly asked questions, filing complaints, and more. Because AI-V is always learning, the system provides feedback data that helps agencies continually improve the coverage of AI-V's services, allowing it to address and service more callers' needs.

Carbyne AI-V is offered as an add-on service for APEX, the company's full-featured call management platform, or Carbyne's Universe, which is an "over-the-top" call management solution that is layered onto the communications center's existing infrastructure.

For more information about Carbyne and its impactful solutions, please visit carbyne.com.

About Carbyne

Carbyne (Headquartered in New York, NY) is a leading global provider of cloud-native mission-critical contact center solutions. Carbyne is one of the largest rich-data providers for emergency response centers, delivering over 250M data points per year, all in a unified platform. Our technologies enable emergency contact centers and select enterprises to connect with callers as well as connected devices via highly secure communication channels without needing to download a consumer app. With a mission to redefine emergency collaboration and connect the dots between people, enterprises, and governments, Carbyne provides a unified cloud-native solution that provides live, actionable data that can lead to more efficient and transparent operations and ultimately save lives. With Carbyne, every person counts. Learn more at www.carbyne.com

SOURCE Carbyne