Meet Richmond's AI Assistant for Non-Emergency Calls.

In July 2025, the Department of Emergency Communications, Preparedness and Response went live with Amazon Connect, a cloud-based contact center platform built on Amazon Web Services (AWS) and deployed in collaboration with CDW Government. The system uses generative AI to greet non-emergency callers, answer questions about city services and route calls to the right agencies, freeing Emergency Communications Officers to focus on emergency 911 calls.

What Happens When Residents Call Richmond's Non-Emergency Line?

1. The Call is answered by the generative AI agent and the agent greets callers, states that the call may be recorded for quality assurance and asks if the caller would prefer English or Spanish. 
2. Depending on the caller’s needs, the system will help direct them to the appropriate city service or public safety resource.
3. The call is then directed appropriately. Calls requiring assistance from Emergency Communications Officers are handled through the call-distribution system.

How Are Calls Prioritized?

Richmond's Emergency Communications Officers answer both emergency 911 calls and non-emergency calls. The automatic call distribution system is designed to prioritize 911 calls, helping ensure emergency calls receive attention first.

If a caller needs assistance from an Emergency Communications Officer, they may be placed in the non-emergency queue until an officer becomes available. Wait times can vary depending on call volume and the number of emergencies requiring attention. While waiting, callers may hear the following automated recording:

911 or Non-Emergency Line? Know Which Number to Call

Call 911 for emergencies that require an immediate police, fire or emergency medical response.

Examples include:

• Medical emergencies
• Fires, visible smoke, or gas smells
• Crimes in progress
• Serious crashes involving injuries

Call the Non-Emergency Line at 804-646-5100, for non-emergency public safety assistance.

Examples include:

• Reporting a crime when there is no immediate danger or requesting assistance with a non-emergency police matter.
• Noise complaints or suspicious activity with no immediate danger
• Non-injury crash reports

If you are unsure whether a situation is an emergency, call 911.