Key Takeaways:
- Milwaukee is implementing an artificial intelligence program for training and auditing its emergency call takers, but has not yet adopted AI for non-emergency 911 calls.
- The city is using the AI tool CommsCoach to simulate real-life scenarios for call takers and record their calls for review by human trainers.
- Other counties in Wisconsin, such as Waukesha and La Crosse, are using AI to handle non-emergency calls, with the AI tool Aurelian answering calls and sending notes to human dispatchers.
- The use of AI in 911 call taking is intended to free up human dispatchers to handle emergency calls and improve response times.
- Milwaukee’s Department of Emergency Communications is self-funding the cost of its AI software, but may pursue state funding for future technology purchases.
Introduction to AI in 911 Call Taking
As technology continues to advance, some counties in Wisconsin have begun to incorporate artificial intelligence into their 911 call taking systems. Milwaukee, however, is taking a more cautious approach, with city leaders announcing the implementation of an AI program for training and auditing emergency call takers, but not yet using AI for non-emergency calls. According to Tony Bueno, the director of Milwaukee’s Department of Emergency Communications, "We are not turning 911 over to an AI intelligence platform. We are not removing human judgement from life-critical decisions." This approach highlights the importance of human judgment in emergency situations, where the stakes are high and quick decision-making is crucial.
The Use of AI in Other Counties
In contrast, other counties in Wisconsin, such as Waukesha and La Crosse, have already begun using AI to handle non-emergency calls. Waukesha County, for example, started using the AI tool Aurelian in December to answer non-emergency calls on shifts that are hardest to fill, such as weekends and nights. Chris Becker, operations manager for the county’s 911 department, noted that "All that Ava does is really free up our dispatchers to handle the 911 calls and the true emergencies that are coming in." This approach allows human dispatchers to focus on high-priority emergency calls, while the AI tool handles more routine non-emergency calls.
Milwaukee’s Approach to AI
Milwaukee’s Department of Emergency Communications is taking a different approach to AI, using the tool CommsCoach to simulate real-life scenarios for call takers and record their calls for review by human trainers. This approach allows call takers to practice and improve their skills in a realistic and immersive environment, without the risk of actual emergency situations. As Bueno explained, "This is not about replacing people. We are using AI as a force multiplier in training call taking and auditing our staff’s performance." The city is self-funding the cost of its AI software, which costs $60,000 per year, but may pursue state funding for future technology purchases.
The Benefits of AI in 911 Call Taking
The use of AI in 911 call taking has the potential to improve response times and free up human dispatchers to handle emergency calls. As Becker noted, "Ava" the AI tool has been helpful in filling gaps in staffing, particularly on weekends and nights. Additionally, the AI tool can help to reduce the workload of human dispatchers, allowing them to focus on high-priority calls and improve overall response times. However, as Bueno emphasized, human judgment and decision-making are still essential in emergency situations, and AI should be used as a tool to support and augment human dispatchers, rather than replace them.
Future Developments
As the use of AI in 911 call taking continues to evolve, it will be important to monitor its effectiveness and identify areas for improvement. Milwaukee’s cautious approach to AI may provide a useful model for other cities and counties, highlighting the importance of careful consideration and planning in the implementation of new technology. As Mayor Cavalier Johnson noted, "We are moving to use artificial intelligence as a force multiplier in training call taking and auditing our staff’s performance." By leveraging AI in a thoughtful and intentional way, cities and counties can improve the efficiency and effectiveness of their 911 call taking systems, while also ensuring that human judgment and decision-making remain at the forefront of emergency response.
https://www.jsonline.com/story/news/local/2026/01/14/ai-software-now-helping-to-train-911-dispatchers-in-milwaukee/88178318007/