AI-Assisted Non-Emergency Call Management Solution for the Kansas City Missouri Police Department Public Safety Answering Point (PSAP)

The Kansas City Missouri Police Department is seeking proposals for an AI-assisted non-emergency call management solution to improve efficiency within the Public Safety Answering Point (PSAP) by reducing the workload on call takers, shortening caller wait times, and allowing emergency communications personnel to focus on high-priority 911 calls. The solution should augment - not replace - telecommunicators by automating routine non-emergency interactions while seamlessly transferring calls requiring human intervention. Key features include natural language processing, large language models, context awareness, sentiment analysis, voice emotion detection, confidence scoring, intent detection, automatic summarization, dynamic questioning, and continuous learning. The solution should also integrate with existing systems, including Motorola PremierOne CAD and RapidSOS. • AI call answering and call intake • Incident classification and AI-assisted call triage • Advanced AI capabilities, including natural language processing and sentiment analysis • Language support, including English, Spanish, and interpreter integration • Multichannel communications, including voice, SMS, and video • Callback features, including automated callbacks and call status updates • Self-service options, including directing citizens on how to file eligible reports and providing frequently requested information • Knowledge base, including department policies, frequently asked questions, and public information • Integration with existing systems, including Motorola PremierOne CAD and RapidSOS • Quality assurance, including AI transcript review, supervisor review tools, and quality scoring • Analytics, including dashboards with key performance indicators • Administrative features, including adjusting AI prompts, configuring workflows, and creating routing rules • Performance metrics, including uptime, response time, and transcription accuracy • Training, including administrator, supervisor, calltaker, and technical training • Implementation, including project management, testing, and user acceptance testing • Maintenance, including 24x7 technical support, software updates, and security patches