Normalized claim
Quantified impact: 100%
Customers can automate up to 100% of inbound nonemergency calls.
Paragon automates nonemergency 9-1-1 calls using QnABot on AWS (Bedrock) with AgentX
Use case typeWorkflow automationUpdated Jun 13, 2026
Paragon Cloud Services built AgentX to help public safety answering points automate and reroute nonemergency 9-1-1 calls. The solution is designed for municipalities facing dispatcher shortages and high volumes of nonemergency calls, and it can be deployed from AWS Marketplace onto existing call center front ends.
- Organization
- Public safety answering points
- Industry
- Public Sector
- Location
- United States
- Published
- April 2026
Reported outcomes
−50%
timeTime & speed
100%quantified impact100%quantified impact
Strategic outcomes
New product / capabilityAutomated nonemergency 9-1-1 call handlingNew product / capabilityHandled dispatch requests and police reportsBetter decisions & insightIdentified automation opportunities from insightsCost efficiencyReduced overtime and call center costs
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Quantified impact: 100%
The solution can answer 100% of nonemergency calls on the first ring.
Normalized claim
Time: 50% decrease
Call centers can reduce overtime and lower costs by up to 50%.
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Public safety answering points
- Provider
- AWS
- Maturity
- Production
- Linked source
- AWS Solutions Case Study
The solution is designed for municipalities facing dispatcher shortages and high volumes of nonemergency calls, and it can be deployed from AWS Marketplace onto existing call center front ends
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1Contact center automation
- 2Generative AI assistant
- 3Workflow automation
- Public safety answering points were overwhelmed by nonemergency calls, which accounted for more than half of incoming traffic.
- Dispatcher shortages and overtime made it difficult to answer emergency calls within required performance standards.
- Paragon used QnABot on AWS with Amazon Bedrock to create generative AI responses for caller questions.
- The solution can ask follow-up questions, create dispatch requests, file police reports, and route callers to the correct line.
- Paragon also uses Amazon Connect and analytics dashboards with near real-time insights to identify automation opportunities.
Technologies
- Customers can automate up to 100% of inbound nonemergency calls.
- The solution can answer 100% of nonemergency calls on the first ring.
- Call centers can reduce overtime and lower costs by up to 50%.
Architecture
AgentX is built on QnABot on AWS, uses Amazon Bedrock for generative AI responses, and integrates with Amazon Connect as an AI-native contact center. The solution is designed to bolt onto existing call-center front ends and be deployed through AWS Marketplace.
Implementation partners1
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Case StudyPublished: Apr 29, 2026Publisher: AWS Solutions Case StudyEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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