VIPER Answer
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Clear the noise. Protect 9-1-1 response.
Non-emergency calls account for over 50% of PSAP volume, straining staffing and competing with life-saving response.
VIPER Answer automates routine interactions and scales non-emergency call handling across your existing CPE, ensuring every request is resolved while freeing up time to focus on life-saving response and better serve the community.
When 9-1-1 is competing with non-emergency calls, everyone waits.
PSAPs are under pressure to do more with less. Staffing shortages and rising non-emergency demand increase wait times and strain resources, making it harder to meet recommended response targets.
- More than 50% of calls are non-emergencies
- PSAPs struggle to meet NENA-recommended 15-second answer times
- Long wait times lead to abadoned calls and repeat dialing, increasing overall volume
- Staffing vacancies can reach up to 50%, driving burnout and turnover
Automate the routine. Protect 9-1-1 focus.
VIPER Answer helps protect 9-1-1 capacity by reducing non-emergency call volume, keeping your most vital line always available. You'll never miss an non-emergency call either, with 24/7 coverage that reduces hang-ups and answers every call, every time.
Save up to 15 hours per telecommunicator each week by automating routine calls, streamlining how non-emergency requests are handled so teams stay focused on high-impact, life-saving moments.
Built for real-world PSAP operations.
- Safety-First Escalation: Continuously screen for emergencies and immediately transfer to a live call-taker when an emergency is detected.
- Customizable Call Routing & Configurable Workflows: Route calls to VIPER Answer based on your SOPs to ensure consistent handling.
- Operational Visibility: View dashboards, transcripts, recordings, and insights to optimize performance over time.
- Omnichannel Engagement & Multilingual Support: Supports voice (SIP/PSTN), web chat, and SMS within a unified interaction model, as well as major North American languages.
Why VIPER Answer?
- Purpose-Built for Public Safety: Designed specifically for emergency communications environments and workflows.
- Seamless Integrations: VIPER Answer integrates with VIPER and NG9-1-1 environments.
- Fully Managed Service Model: Delivers complete operational visibility so agencies can reduce risk, stay in control, and operate with confidence.
- Supports Trust, Control, and Accountability: Combines secure, compliant automation with built-in safety guardrails and public-safety-grade protections, including CJIS alignment, GovCloud readiness, and more.
Get started today.
Want to reduce operational strain and protect emergency response capacity?
Request a demo to see VIPER Answer in action.
VIPER Answer FAQs
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What is VIPER Answer?
VIPER Answer is an AI-powered solution designed to handle non-emergency calls for PSAPs. It automates routine requests, such as noise complaints, parking issues, and general inquiries, reducing telecommunicator workload and improving operational efficiency.
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Is this solution strictly for non-emergency calls?
Yes. VIPER Answer is specifically designed to manage non-emergency interactions while ensuring that emergency scenarios are escalated immediately to 9-1-1 communicators.
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Does VIPER Answer replace telecommunicators?
No. The solution is designed to support telecommunicators by handling repetitive, lower-priority calls and enabling staff to focus on emergencies and complex situations.
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How does the solution work?
Calls are routed through VIPER and then handled by the AI agent, which:
- Engages users in a natural, conversational experience (not IVR)
- Identifies intent and collects key information
- Resolves the request or routes it appropriately
- Transfers to a human when needed
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Can callers request to speak with a human?
Yes. At any point, a caller can request a human agent, or the system will route the call if it cannot fully resolve the request.
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What happens if a call becomes an emergency?
If the AI detects signs of an emergency, based on keywords, sentiment, or caller responses, it immediately transfers the call to the emergency queue within VIPER.