When Max Keenan joined Y Combinator’s summer 2022 batch, he was focused on Aurelian, a startup that simplified appointment bookings for hair salons through automation. Yet, less than a year into the program, a chance conversation with one of his clients revealed a far larger, systemic problem that would completely pivot the company’s direction.
The incident occurred when a nearby school’s carpool line was constantly blocking the parking lot of one of Aurelian’s hair salon clients. Frustrated, the salon owner called the city’s non-emergency line—only to be put on hold for a staggering 45 minutes before finally reaching a dispatcher. After the call, the owner turned to Keenan and said, “Max, do you want to help me out?” It was that moment that set him on a new path.
As Keenan began investigating how municipal non-emergency call centers operate, he discovered a startling reality: these lines are often handled by the same staff responsible for answering life-or-death 911 emergency calls. The sheer volume of non-urgent calls was overwhelming understaffed dispatch teams, leaving them stretched thin and high-stress.
Recognizing an opportunity to improve public safety and support dispatchers, Aurelian pivoted. The company developed an AI voice assistant designed to triage non-emergency call volume for 911 centers, alleviating pressure on human operators. On Wednesday, Aurelian announced that it had raised a $14 million Series A funding round, led by NEA, to expand its reach and capabilities.
The AI assistant is tailored to handle situations that don’t require immediate police response—noise complaints, parking violations, lost or stolen wallets, and other minor issues. For real emergencies, the system is trained to recognize the severity of the situation and instantly transfer the call to a human dispatcher. For non-urgent matters, it collects key information, generates reports, or relays details directly to the relevant department, streamlining response and freeing up personnel for critical incidents.
Since its launch in May 2024, Aurelian’s AI assistant has been deployed at over a dozen 911 dispatch centers, including those serving Snohomish County, Washington; Chattanooga, Tennessee; and Kalamazoo, Michigan. Early adopters report that the AI significantly reduces the burden on overstretched teams.
Understaffing in emergency call centers is a chronic issue. The job of a 911 dispatcher is notoriously high-pressure, ranking among the top ten industries with the highest turnover rates. Many dispatchers work extended shifts, often logging 12- to 16-hour days in certain counties, leading to burnout and operational strain.
“The reason we’re focusing on 911 is that this industry feels the pain most acutely,” Keenan explained. “Telecommunicators should be able to take a break or even just use the restroom without worrying about missing a call.”
Mustafa Neemuchwala, a partner at NEA, emphasized the practical value of the AI system: “One of the things that blows my mind is that you’re not replacing an existing human being—you’re replacing a person that agencies wanted to hire but simply couldn’t.”
Aurelian isn’t the only startup exploring AI solutions for non-emergency calls. Hyper, which emerged from stealth mode last month, recently raised a $6.3 million seed round, and Prepared, founded in 2019, has added its own AI voice solution to emergency response workflows.
However, Aurelian stands out in a crowded field. According to Neemuchwala, it is currently the only company actively deployed and handling live calls. Its AI system responds to thousands of calls each day, providing practical, real-world relief for overstretched 911 centers while setting the bar for others in the industry.
In essence, Aurelian’s mission goes beyond automation—it’s about building AI that supports human operators, improves public safety, and ensures that emergency dispatchers can focus on the calls that truly matter.