Inside the Waukesha County Communications Center, 911 dispatchers respond to thousands of calls a day.These days, those dispatchers are getting help from artificial intelligence.”It is definitely a lot different than anything we have ever done before,” Chris Becker, operations manager at the Waukesha County Communications Center, said.Waukesha County rolled out the AI assistant, named Ava, to help 911 dispatchers prioritize calls involving actual emergencies.Becker said non-emergency calls can range from anything from neighbor pursuits to instructions on a parade route.”That is the type of information we are trying to offload from our dispatchers,” Becker said.When callers dial the non-emergency number in Waukesha County, Ava greets them.”Hi, my name is Ava, how can I help?” Ava asks.From there, Becker said callers can interact with her like she is a regular person. “It can take something like 300 calls at the same time or something like that,” Becker said. Ava is able to, in real time, respond to a caller and ask follow-up questions about an incident.12 News tested the system out twice. First, a call was placed regarding a hypothetical deer on the side of the road.”What is the exact location of the deer?” Ava asked.Once Ava was informed that the deer was out of the way of traffic, she filed a report.Then, another situation was tested, which involved a family member falling and not being able to get up.”Please stay on the line while we transfer you,” Ava said. The AI system is able to detect if a call escalates to the level of an actual emergency and then transfers callers to a human dispatcher.Becker said Ava looks for keywords to determine if a non-emergency can escalate.”Obviously, your trigger words guns, weapons, that sort of thing. Any call requiring a response from EMS or fire, it is going to transfer to a dispatcher,” Becker said.Right now, Waukesha and La Crosse are the only counties in Wisconsin to implement AI in their dispatching, but Becker says that could change.”I think I see this pretty much going everywhere,” Becker said.Aurelian, a company based in Seattle, designed the AI system.Becker said grants are paying for its use of the program.
Inside the Waukesha County Communications Center, 911 dispatchers respond to thousands of calls a day.
These days, those dispatchers are getting help from artificial intelligence.
“It is definitely a lot different than anything we have ever done before,” Chris Becker, operations manager at the Waukesha County Communications Center, said.
Waukesha County rolled out the AI assistant, named Ava, to help 911 dispatchers prioritize calls involving actual emergencies.
Becker said non-emergency calls can range from anything from neighbor pursuits to instructions on a parade route.
“That is the type of information we are trying to offload from our dispatchers,” Becker said.
When callers dial the non-emergency number in Waukesha County, Ava greets them.
“Hi, my name is Ava, how can I help?” Ava asks.
From there, Becker said callers can interact with her like she is a regular person.
“It can take something like 300 calls at the same time or something like that,” Becker said.
Ava is able to, in real time, respond to a caller and ask follow-up questions about an incident.
12 News tested the system out twice. First, a call was placed regarding a hypothetical deer on the side of the road.
“What is the exact location of the deer?” Ava asked.
Once Ava was informed that the deer was out of the way of traffic, she filed a report.
Then, another situation was tested, which involved a family member falling and not being able to get up.
“Please stay on the line while we transfer you,” Ava said.
The AI system is able to detect if a call escalates to the level of an actual emergency and then transfers callers to a human dispatcher.
Becker said Ava looks for keywords to determine if a non-emergency can escalate.
“Obviously, your trigger words guns, weapons, that sort of thing. Any call requiring a response from EMS or fire, it is going to transfer to a dispatcher,” Becker said.
Right now, Waukesha and La Crosse are the only counties in Wisconsin to implement AI in their dispatching, but Becker says that could change.
“I think I see this pretty much going everywhere,” Becker said.
Aurelian, a company based in Seattle, designed the AI system.
Becker said grants are paying for its use of the program.
