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Intent-based routing on a city non-emergency number
Virginia Beach routes its 10-digit non-emergency line through Amazon Connect, resolving or redirecting about 44 to 45 percent of calls.
- Agency or source
- City of Virginia Beach Emergency Communications and Citizen Services (VA)
- Agent or tool
- Amazon Connect with natural language intents
- Category
- Call Handling
- Tags
- non-emergency, amazon-connect, ivr, city, routing
Free starter prompt
Reconstructed from the public description. Not the agency's own prompt.
Classify the caller's stated reason into one intent from this list: [noise complaint, parking, animal control, report status, records request, utility issue, general city question, needs officer, emergency]. If the intent is emergency, offer the high-priority transfer at once. For each other intent, run its configured workflow: transfer to a queue, give information, send a text with a link, or transfer to the city department. If you are not confident, transfer to a human agent.
The full setup, tailored to your SOPs with human review steps, is available as a Custom build. Ask about it.
Caveats for public safety
Keep a high-priority emergency transfer option in the first prompt. Intent list and workflows need regular review by center staff. Low-confidence calls go to a person. This handles the non-emergency number only.
Source: City of Virginia Beach Emergency Communications and Citizen Services (VA), 2025-07-21. A person must review every output.