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 (KCPD) is seeking proposals from qualified vendors to provide an Artificial Intelligence (AI)-assisted non-emergency call management solution. The solution should 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 of the solution include: AI call answering, call intake, incident classification, AI-assisted call triage, advanced AI capabilities, language support, multichannel communications, callback features, self-service options, knowledge base, Motorola CAD integration, RapidSOS integration, telephony integration, RMS integration, GIS integration, CJIS requirements, cybersecurity, data retention, quality assurance, analytics, administrative features, performance metrics, training, implementation, and maintenance. • The solution should be able to answer incoming non-emergency calls using natural, conversational speech. • The solution should be able to recognize interrupted speech and multiple speakers. • The solution should be able to identify emergencies and immediately transfer callers to a live call taker. • The solution should be able to detect distressed callers even when they initially state the call is non-emergency and transfer to a live call taker. • The solution should be able to handle incomplete information by asking intelligent follow-up questions. • The solution should be able to recognize intoxicated, mentally ill, emotionally distressed, elderly, and juvenile callers. • The solution should be able to escalate to a human whenever confidence thresholds are not met. • The solution should never fabricate responses. • The solution should inform callers they are interacting with an AI assistant if required by law.