Waukesha County will soon become only the second place in Wisconsin to use artificial intelligence to handle non-emergency calls. The AI assistant, named Ava, is currently in the testing phase but has already handled some non-emergency calls. The system will begin limited testing next week before operating 24/7 once testing is complete.
"911s will not be answered by the AI solution," said Gail Goodchild, Waukesha County Communication emergency preparedness director. "We encourage our callers to have a conversation with the AI agent. You can talk in full sentences. So, as if talking to a dispatcher, you are going to ask whatever it is you are calling in for."
Watch: Mixed reaction on Waukesha County Communications' switch to AI for non-emergency calls
Currently, callers to the non-emergency line hear: "Waukesha County Dispatch Matt."
Soon, they will hear: "This is a recorded automated assistant. You have reached the Waukesha County Communication. If this is an emergency, hang up and dial 911. My name is Ava. How can I help?"
The AI system is designed to handle common non-emergency requests, including parking questions, citation payments, and follow-up questions for open cases. However, certain trigger words like "fire," "smoke," or background noises suggesting an emergency will immediately transfer calls to the 911 dispatcher.
During a demonstration, when Goodchild told the AI assistant, "I smell smoke, there might be something burning in my neighborhood," the system responded: "Please stay on the line while we transfer you to a dispatcher."
The system also transferred calls when health concerns were mentioned. When Goodchild said, "I woke up this morning and I wasn't feeling well. I wasn't sure if I should go to my Urgent Care," the AI assistant again said: "Please stay on the line while we transfer you to a dispatcher."
Goodchild said the AI system keeps 911 dispatchers free to answer high-level emergency calls.
Residents had mixed reactions to the new technology. Paul Bertling of Brookfield expressed concerns about the system.
"I think AI is pretty helpful, but also pretty dangerous," Bertling said. "I think in this case, especially from an emergency perspective, I want to talk to a human being. I want to make sure I get the right person on this."
Bobbie Bertling said she frequently used the non-emergency line right before her mother passed away.
"We would call the non-emergency line. In that circumstance, I would be really upset if I had AI because I needed somebody to come and help me," Bobbie Bertling said. "I would be frustrated. I would be really frustrated because I'm calling because I want to talk to somebody, and I don't want to get an AI-generated persona."
Eric Conrath, a New Berlin resident, acknowledged the practical benefits despite personal preferences.
"Is it annoying rather than having a real person? Sure. But I understand the reality that there aren't enough bodies to take calls, I suppose," Conrath said.
The other place in Wisconsin currently using AI to answer non-emergency calls is La Crosse. They started using AI in May.
This story was reported on-air by a journalist and has been converted to this platform with the assistance of AI. Our editorial team verifies all reporting on all platforms for fairness and accuracy.
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