Incident Management Agent

Public-Safety Dispatch Challenge

Public-safety dispatch centers are under constant pressure from increasing volumes of non-emergency calls noise complaints, lost-property reports, minor traffic issues, and other routine incidents. These calls consume dispatcher time, require manual data collection, and often result in inconsistent or incomplete incident records. As a result, critical emergencies may receive delayed attention, operational overhead rises, and service quality suffers.

Our Solution: AI-Driven Incident Intake The Incident Management Agent is a cloud-native, AWS-based multi-agent AI system that automates incident intake from citizens via voice or chat. By leveraging Amazon Connect, Amazon Bedrock Agents, AWS Lambda, EventBridge, DynamoDB, and S3, the system conversationally gathers incident data, asks clarifying questions when needed, and automatically generates structured, CAD-ready incident reports — eliminating manual form-filling and human error. The fully serverless, event-driven design ensures seamless scaling and integration with existing dispatch environments.

Key Benefits & Business Outcomes

1. Reduced dispatcher workload, freeing staff to focus on critical emergencies

2. 24/7 availability and scalability without extra human staffing — consistent intake even during peak hours or understaffed shifts

3. Faster, more reliable incident logging with accurate, consistent, CAD/RMS-ready reports

4. Cost-efficient deployment via serverless architecture and pay-as-you-go model — no upfront hardware or on-premises infrastructure required

5. Security and compliance readiness — optional deployment in AWS GovCloud (US), data encryption (AWS KMS), IAM-based access control, and auditability through CloudTrail and CloudWatch

Ideal Users / Agencies Policing departments, fire services, EMS providers, municipal call centers, and any public safety agency wanting to modernize dispatch operations, improve data consistency, reduce staffing pressure, and offer reliable 24/7 incident intake.