In critical moments, every second in an emergency matters. When 911 call centers face high volumes, delays can have serious consequences. To address this challenge, a groundbreaking conversational AI system called OperatorAILIVE has been developed. This innovative system is designed to assist human dispatchers by handling initial call intake, assessing urgency, and providing crucial, organized information in real-time.

Born from the Kiroween Hackathon, OperatorAILIVE showcases the power of Kiro in building intelligent, reliable, and safe AI-driven solutions for high-stakes environments.

How OperatorAILIVE Works: The AI Triage Assistant

OperatorAILIVE acts as an AI-powered triage agent, supporting human dispatchers particularly during peak call times. It efficiently performs three vital tasks:

1. Emergency Intake: Callers can describe their situation naturally, allowing the AI to gather initial details.
2. Automated Triage: The system analyzes the conversation to identify the type of emergency (Fire, Medical, or Crime) and assigns a priority level.
3. Operator Handoff: A concise, structured summary is then immediately sent to the next available human dispatcher for prompt action.

(For those interested in seeing it in action, a demo line was set up: (408) 617-9557)

The Technology Behind the Efficiency

This sophisticated system integrates various technologies to ensure seamless operation:
* Frontend: A live operator dashboard built with React + TailwindCSS.
* Backend: FastAPI handles routing and webhooks.
* AI Core: The Kiro AI SDK is central to natural language understanding and data extraction.
* Voice Services: Gemini Voice and Twilio provide Speech-to-Text and Text-to-Speech capabilities.
* Hosting: The application is deployed on AWS EC2 + Vercel.

Key Implementation Strategies Powered by Kiro AI SDK

The development of OperatorAILIVE highlighted several powerful features of the Kiro AI SDK:

1. Precision through Structured AI Output: Emergency situations demand precise data. By defining a strict output schema within Kiro (e.g., “Priority”: “Enum(High, Medium, Low)”, “EmergencyType”: “String”, “Location”: “String”, “Summary”: “String”), the AI was compelled to generate consistent, machine-readable data. This eliminated manual interpretation, ensured accuracy, and significantly streamlined information flow to the operator dashboard.

2. Automating Workflows with Agent Hooks: To achieve real-time updates and reduce manual effort, Kiro’s post-processing hooks were leveraged. After each intake session, a hook automatically formatted the extracted JSON data and updated the dispatch queue. This automation meant new “Unresolved” tickets appeared instantly on the dashboard without requiring additional API logic, creating a fully automated conversation-to-dashboard pipeline.

3. Controlled Behavior with Steering Documents: Given the sensitive nature of emergency calls, Kiro’s tone and response style were carefully guided using Steering Documents. For example, if a fire was detected, Kiro would provide calm, clear instructions like, “Please leave the building immediately and move to a safe location. Can you confirm your address so we can send help?” These rules ensured empathetic, concise, and protocol-compliant responses, maintaining professionalism and reassurance.

Lessons in Building Intelligent Systems

The project provided valuable insights:
* Structure is paramount: Defining data schemas early on prevented later debugging headaches.
* Automation amplifies efficiency: Leveraging hooks minimized repetitive coding, making the system more scalable.
* AI can deliver empathy: Steering documents proved crucial in making the AI feel natural and trustworthy, even under stress.

Kiro’s robust architecture allowed the team to focus on designing a safe and scalable workflow, rather than rebuilding core AI infrastructure.

The Road Ahead

Future enhancements for OperatorAILIVE include multilingual support and voice sentiment analysis. These additions will enable the system to detect distress or panic in a caller’s tone, further empowering dispatchers to prioritize and manage calls even more effectively.

Conclusion

OperatorAILIVE stands as a testament to how structured AI can profoundly enhance critical communication systems. By combining Kiro’s powerful capabilities with thoughtful design principles, a technically sound and genuinely helpful assistant has been created for high-pressure emergency environments.