Embracing AI in Public Safety: How Two Wisconsin Counties Are Transforming Non-Emergency Call Handling

Two counties in Wisconsin are breaking new ground in public safety communication by leveraging artificial intelligence (AI) to manage non-emergency calls. La Crosse County has taken the lead with its AI platform, Aurelian, while Waukesha County is gearing up for a similar implementation by the end of the year. This move aims to streamline operations, allowing dispatchers to prioritize more critical calls while still providing an efficient service to residents.

The Arrival of AI in La Crosse County

In May, La Crosse County began utilizing Aurelian to assist with the high volume of non-emergency calls received daily. According to Cory Lynch, the operations supervisor at La Crosse County Public Safety Communications, the system has already managed over 40,000 calls. “This isn’t taking the spot of any of the dispatcher staff,” Lynch emphasized. Instead, he describes it as a “force multiplier” that enhances efficiency without replacing human oversight.

Understanding the Role of AI

The La Crosse County Communications Center is responsible for handling non-emergency inquiries that can range from questions about paying parking tickets to general inquiries regarding local government services. Lynch highlighted how prior to the AI system’s introduction, dispatchers often had to put callers on hold to service more pressing 911 emergencies. With Aurelian, dubbed "Ava," dispatchers can focus on high-priority tasks while Ava takes care of the routine inquiries.

When a person calls the non-emergency line, Ava is equipped to handle straightforward questions effectively. For instance, if a caller inquires about how to pay a parking citation, Ava asks where the ticket was issued and seamlessly forwards the call to the relevant municipality. Moreover, if a situation arises where a caller is in danger, the AI can recognize specific “hot words” and promptly redirect the caller to a 911 dispatcher.

Waukesha County’s Upcoming Implementation

Following La Crosse County’s successful deployment, Waukesha County is set to trial a similar AI system as a solution to staffing shortages within its communications center. Operations manager Chris Becker noted that their dispatchers often juggle vastly different calls—from providing CPR instructions to answering questions about local holiday events. “This is the stuff that they shouldn’t have to worry about,” Becker said, underscoring the necessity for a more efficient system.

The planned AI implementation in Waukesha will allow call-takers to respond to more urgent issues while the AI handles less critical inquiries, like where to view Fourth of July fireworks. Becker envisions a future where dispatchers can focus entirely on high-impact emergencies, thus improving overall public safety outcomes.

Beyond Wisconsin: A National Trend

Wisconsin isn’t alone in embracing this technology; various communities in states like Michigan and Minnesota have already adopted AI systems for non-emergency call handling. Lynch reported that since La Crosse County’s system went live, eight other counties in Wisconsin have reached out to inquire about its functionality. This suggests a broader trend toward integrating AI into public safety communications.

Community Engagement and Transparency

While AI offers many advantages, experts like Kyle Cranmer, a physics professor and director at the University of Wisconsin-Madison’s Data Science Institute, stress the importance of clear communication with the community. As communities consider these technological shifts, it’s vital to inform residents about how these changes will affect their interactions with public safety services. Cranmer points out that without effective messaging, residents might have concerns or confusion regarding AI’s role in their calls.

A New Frontier in Public Safety

As La Crosse and Waukesha Counties navigate the integration of AI in their public safety frameworks, the feedback and results from these trials could shape future strategies for law enforcement and emergency services nationwide. The balance between technology and human touch is delicate. However, by employing AI wisely, these counties aim to enhance their service quality while ensuring public safety remains paramount.

Through this innovative approach, Wisconsin is not just improving efficiency; it is setting a precedent for how technology can complement human efforts in vital community services.