That’s the case with the latest product from RapidSOS.
The company, which sells an emergency dispatch platform, has launched a product designed to ease the burden of non-emergency calls for those call centers.
It’s called Roadside Assistance — officially, Roadside Assistance powered by Drivers Premier — and backed by Agero, a long label that reflects the corporate partnerships common in the public safety space.
Agero and Drivers Premiere sell roadside assistance tools.
The idea goes like this: Drivers who lock their keys in their vehicles or suffer flat tires or empty fuel tanks or equipment breakdowns often call 911 for assistance, according to a statement from RapidSOS.
That holds especially true if drivers find themselves in “high-stress, unfamiliar or poorly marked areas,” the company says.
That, in turn, can contribute to “clogged” emergency lines, longer wait times for genuine emergency calls and distractions for first responders.
The new tool, part of the RapidSOS UNITE platform, sends callers a secure link that offers a connection to “professional roadside assistance” via the Drivers Premier network without the need to make extra phone calls or otherwise complete more steps.
“This is a game changer,” said Veronica Edens, assistant director for Houston County 911 in Georgia, in the statement. “We’re able to help stranded callers instantly without tying up our emergency lines or needing to make another call. It’s seamless, and it makes a real difference for both our team and the public.”
The launch comes as other gov tech suppliers sell a variety of services designed to help emergency dispatchers keep focused on the most important calls even as call centers continue to have problems with hiring and retention.
A good deal of hope and cash, for instance, is going into bringing more artificial intelligence into the emergency call center space — with AI being credited with helping improve 911 wait times in the Atlanta area.
But much work remains, with some call centers still recovering from staffing shortages that arose during the pandemic. Local, regional and state officials also are seeking ways to deal with the stresses of being an emergency call taker and dispatcher.
RapidSOS last year closed on a $150 million funding round, further demonstrating the appeal of this particular part of the gov tech industry.
