Emergency call centers across America are drowning in routine calls. However, artificial intelligence can help address this challenge by automatically handling non-emergency requests that come in on the agency’s administrative lines, freeing telecommunicators to focus on actual emergencies.
The numbers paint a clear picture: Almost all emergency communication centers (ECCs) take both 911 and non-emergency calls. The 2025 Pulse of 911 survey revealed that 63% of respondents reported a non-emergency call volume of 50-80%. These routine inquiries—about holiday schedules, parking complaints, or simple service questions—can consume up to one-third of telecommunicators’ valuable time. For 911 professionals already stretched thin, this can create a dangerous bottleneck.
These challenges are why Carbyne built Admin Assist, an AI-powered virtual agent designed specifically for emergency call centers. The system answers non-emergency calls on admin lines before they reach human telecommunicators, provides information through a knowledge base provided by the agency, and escalates urgent matters to live telecommunicators if required.
Today, we’re excited to announce that Admin Assist, which has been available to beta testers, is expected to be generally available as an add-on to the Carbyne APEX platform in Q3 of this year. Additionally, it will be available as an add-on to Carbyne Universe and as a cloud-based standalone solution later in Q4.
The Growing Burden of Non-Emergency Calls
Emergency communication centers face mounting pressure from multiple directions. Staffing shortages plague the industry, while call volumes continue to rise. The 2025 Pulse of 911 survey also reveals that 68% of call center supervisors identify routine administrative calls as a top contributor to staff fatigue and low morale.
This isn’t just about convenience, it’s about life and death. When routine admin line calls compete with emergencies for attention, response delays become a real risk. Highly trained 911 professionals find themselves answering questions about office hours instead of coordinating emergency responses.
“Non-emergency calls shouldn’t have to compete with life-and-death emergencies for attention,” explains Amir Elichai, founder and CEO of Carbyne. “Admin Assist can be a lifeline for agencies under pressure. It can help mitigate non-emergency distractions coming in on admin lines, keeping telecommunicators sharp and mission-ready to keep more of their attention on emergency 911 calls.”
Purpose-Built for Public Safety
Admin Assist stands apart from generic call center tools because it was designed specifically for public safety environments. The system uses a dynamic knowledge base that agencies can customize based on their protocols, community priorities, and frequently asked questions.
Unlike rigid, script-based systems, Admin Assist can adapt to each agency’s unique needs. Emergency centers can easily update information about hours of operation, holiday schedules, or complaint procedures without complex engineering work.
The virtual agent operates around the clock, scaling to handle peak surges during severe weather events, special occasions, or off-hours when live staffing is limited. Because it runs on Carbyne’s secure, cloud-native infrastructure, agencies get comprehensive audit logging and data integrity without investing in on-premises hardware.
Seamless Integration Without System Overhauls
Many public safety agencies operate with tight budgets and limited IT resources. Admin Assist addresses these realities through flexible deployment options that don’t require massive system replacements. It’s available as a standalone solution or as an integrated feature of an agency’s existing Carbyne APEX platforms. This approach recognizes that emergency centers need modernization solutions that work with their current infrastructure, not against it.
Key Features That Make the Difference
Several features set Admin Assist apart:
- Customizable Knowledge Base: Agencies upload documentation about their protocols and processes, eliminating rigid scripts and one-size-fits-all approaches.
- Smart Escalation: As configured by the agency, only calls requiring human intervention are transferred to live telecommunicators, reducing the chance of missing true emergencies.
- Flexible Deployment: Works as a standalone solution or integrates with existing systems without major overhauls.
The Future of Emergency Call Management
As emergency communication centers continue to face pressure from rising call volumes and staffing challenges, AI solutions like Admin Assist represent a practical path forward. The technology doesn’t replace human judgment—it enhances it by helping 911 professionals better focus on what they do best: saving lives.
The system learns from agency-specific knowledge bases and call flows, continuously refining its responses to provide greater relevance and reliability over time. This adaptive approach means the technology improves alongside the agencies it serves.
For emergency centers considering modernization, Admin Assist offers a way to address immediate operational challenges while building toward a more resilient future. The solution acknowledges the reality that public safety agencies need tools that work within their current constraints, not solutions that require complete system overhauls.
Taking the Next Step
Admin Assist will soon be available nationwide, either directly from Carbyne or through AT&T’s public safety portfolio. For agencies ready to explore how AI can help manage non-emergency call volumes while protecting their teams’ focus on critical matters, demonstrations are available to show the system in action.
The technology represents more than just operational efficiency—it’s about making sure trained professionals are ready to respond without delay when someone calls 911. In public safety, every second counts, and every distraction removed from the equation could mean the difference between life and death.
*Admin Assist is expected to be generally available as an add-on to the Carbyne APEX platform in Q3 of this year, and available as an add-on to Carbyne Universe and as a standalone cloud-based solution later in Q4.
Ready to get started?
Visit carbyne.com/adminassist to learn more.