Non-Emergency Line AI Assistant

BPFC dispatchers answer both 911 emergency calls and non-emergency calls. Nationally, non-emergency and administrative calls make up a large share of the calls that dispatch centers receive. When emergency activity is high, non-emergency callers can wait on hold, and dispatchers answering routine calls are not available for emergencies.

ANET helps in three ways:

• Faster help for non-emergency callers. The assistant can answer immediately, even when dispatchers are handling emergencies, which reduces hold times.
• More dispatcher time for emergencies. Routine requests are handled or organized by the assistant, so dispatchers can focus on calls where seconds matter.
• Better information. Every non-emergency call is transcribed and summarized, giving BPFC a clearer picture of what the community is calling about.

BPFC is beginning a soft launch of ANET at the end of October 2026. During this initial period, ANET will be active for limited windows — a few hours at a time, several times a week — so our team can monitor how it performs and make adjustments before it is used full time. Callers may reach either ANET or a live call taker on the non-emergency line during this period, depending on when they call.

The assistant answers calls to the Boulder Police and Fire non-emergency line, 303-441-3333. It does not answer 911.

No. If you have an emergency, call 911. A BPFC dispatcher will answer. Examples of emergencies include a crime in progress, a fire, a medical emergency, a traffic crash with injuries, or any situation where someone’s life or safety is at risk.

A typical call, like the one shown in the demo video, goes like this:

1. The assistant greets you and reminds you to hang up and dial 911 if you have an emergency.
2. It asks for your name and a callback phone number, and reads the number back to confirm it.
3. It asks how it can help and listens to you describe the situation in your own words.
4. It asks follow-up questions, such as the location and a description of a vehicle or person, and confirms key details like the address or license plate.
5. It asks whether you would like contact from an officer, when that applies.
6. It reads back a summary of your request so you can confirm or correct it before the call ends.

Depending on your request, the assistant may answer your question directly, create a request for BPFC staff to review, send you a text message with a link to the right online resource, or transfer you to a dispatcher.

No. The voice you hear is an AI assistant, not a person. It is designed to sound natural and conversational, and it is monitored by BPFC dispatchers.

Yes. You can ask to speak with a dispatcher at any time during the call, and the assistant will transfer you. The assistant will also transfer you to a dispatcher if it cannot help with your request.

The assistant listens for signs of an emergency throughout the call, such as injuries, fire, weapons, violence, or a caller in distress. If it recognizes an emergency, it stops the routine questions and transfers you immediately to a BPFC dispatcher. Dispatchers can also see the live conversation and step in at any time.

If you know you have an emergency, do not wait. Hang up and call 911.

The assistant is designed for routine, non-urgent matters. Examples include:

• Abandoned or long-parked vehicles
• Parking complaints
• Noise complaints that are not ongoing safety concerns
• Lost or found property
• Lost or found animals
• General questions, such as which department handles a specific issue
• Abandoned vehicles
• Traffic crashes with no injuries
• Animal complaints with no threat to public safety
• Cold assaults where the suspect is no longer on scene
• General assists
• Cold burglaries where the suspect is no longer on scene
• Extra patrol requests
• Firework complaints
• Found Property
• Cold frauds where the suspect is no longer on scene
• Cold harassments where the suspect is no longer on scene
• Lost property
• Cold narcotics violations
• Noise complaints
• Parking complaints
• Request for follow up from officers
• Cold suspicious activity where the suspect is no longer on scene
• Cold thefts where the suspect is no longer on scene
• Traffic complaints
• Cold trespasses where the suspect is no longer on scene

The assistant can hold a conversation in English and Spanish.

Sometimes. For some requests, you may receive a text message from BPFC with a link to an online form or resource. In some cases a dispatcher may also send a text link that lets you share your current location or a photo. Using these links is optional.

The assistant creates a written summary of the call for BPFC staff. Depending on the request, staff review it and take the appropriate next step, such as entering a call for service, notifying the right department, or arranging officer contact. Requests are handled according to the same priorities BPFC uses for all non-emergency calls, so response times vary.

No. ANET is a tool that supports BPFC dispatchers. It does not replace them, and it does not make emergency response decisions. A person stays involved: dispatchers can see a live transcript and summary of every non-emergency call, can join a call at any time, and receive any call the assistant identifies as an emergency.

The assistant repeats important details, like your phone number, address, and license plate, and reads back a summary at the end so you can correct anything that is wrong. You can also ask for a dispatcher at any point. BPFC staff review calls and summaries for quality and use what they learn to improve how the assistant is set up.

Yes. As with all calls to BPFC, calls to the non-emergency line are recorded. Calls handled by the assistant are also transcribed and summarized so that BPFC staff can review them.

Call recordings, transcripts, and summaries are available to authorized BPFC and City of Boulder public safety staff for handling your request and for quality assurance. Records are retained and released according to Colorado law and City of Boulder records policies.