City of Virginia Beach modernized 911/311 citizen services with Amazon Connect AI automation
Use case typeCustomer service automationUpdated Jun 13, 2026
City of Virginia Beach’s Emergency Communications and Citizen Services department modernized its 911 and 311 contact center with Amazon Connect, Amazon Lex, Amazon Bedrock, and outbound messaging to handle routine citizen requests more efficiently. The system lets callers describe their needs in natural language, routes them to the correct department, and provides automated answers or text follow-ups for common non-emergency inquiries.
- Organization
- City of Virginia Beach
- Industry
- Public Sector
- Location
- United States
- Published
- January 2026
Reported outcomes
+45%
non-emergency contacts resolved without live agentOther quantified impact
6 FTEwork equivalent
Strategic outcomes
Speed & agilityReduced wait times for citizen supportCustomer experience & trustProvided 24/7 access to informationScale & capacityResolved routine contacts without live agentsEmployee experienceImproved dispatcher focus and satisfaction
Primary read
Use case focus
Showing 3 of 4
- 1Contact Center Automation
- 2Citizen Services
- 3Workflow Automation
- Traditional IVR had limited options and long wait times.
- Routine non-emergency requests overloaded dispatchers and contributed to burnout.
- The city needed faster access to accurate information while preserving focus for high-priority emergency calls.
- AWS and the city deployed Amazon Connect as the contact center foundation.
- Amazon Lex handles speech recognition and intent classification, and Amazon Bedrock supports AI Q&A summarization from FAQ documents.
- Amazon Connect Outbound Campaigns and AWS End User Messaging send SMS follow-ups with links or additional information.
- The team ran a pilot in late 2023, instrumented call intent data, then deployed AI-driven workflows in April 2024.
- Since going live, about 45% of non-emergency contacts are resolved without reaching a live agent.
- That is equivalent to roughly six full-time employees of work.
- The city reported reduced wait times, 24/7 access to information, and improved dispatcher focus and agent satisfaction.
Sources & evidence1
Groundedness: 5/5Type: Blog PostPublished: Jan 13, 2026Publisher: AWSEvidence: VendorConfidence: Medium
AI-generated summary. Verify important details with the linked sources before relying on this case.
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