{
  "record": {
    "id": "f6821f5f-5b8a-45c4-a1bf-9d404c2508c5",
    "code": "PAI-F6821F5F",
    "force": "Norfolk Police Department (Virginia)",
    "country": "United States",
    "country_code": "us",
    "is_country": true,
    "region": "Virginia",
    "technology": "AI Emergency and Non-Emergency Call Triage",
    "technology_slug": "ai-emergency-call-triage",
    "vendor": "Amazon (named as the technology provider by WTKR; product not named)",
    "vendor_slug": "",
    "programme": "",
    "status": "operational",
    "stage": "in-use",
    "evidence": "journalism",
    "evidence_is_claim": false,
    "since": "September 2026",
    "legal_basis": "",
    "oversight": "",
    "notes": "Went live at the end of September 2026 on the non-emergency line. Calls needing police or fire go to a person, and callers can ask for an agent. Live operators handle about a third fewer non-emergency calls since launch. Virginia Beach had already introduced the same kind of system.\n\nUpdate, November 2026. WTKR reported on 18 October 2026 that the system is provided by Amazon, which it calls the technology provider without naming a product, that AI was handling over 40 per cent of non-emergency calls according to E911 manager Steven Summerlin (more than 100,000 non-emergency calls so far that year), that billing is usage-based and expected to be under $2,000 a month, and that the system works in English only. The idea came from a conference conversation with the 911 director of Charleston, South Carolina. Virginia Beach announced in March 2024 that it would add an \"AI-powered\" Amazon Connect assistant to its non-emergency line; its launch date is not stated in the city post.",
    "source": "WHRO, 9 October 2026; WTKR, 18 October 2026",
    "source_url": "https://www.whro.org/local-government/2026-10-09/261009-npdaicalls-saunders",
    "last_checked": "2026-11-04",
    "record_url": "https://www.policeainews.com/tracker/record/f6821f5f-5b8a-45c4-a1bf-9d404c2508c5"
  },
  "licence": "https://www.policeainews.com/data#licence"
}