Wisconsin Counties Deploy AI for Non-Emergency Calls Freeing Dispatchers for Critical 911 Response
La Crosse and Waukesha Counties in Wisconsin are using AI systems to manage non-emergency calls like parking tickets and jail info, handling over 40,000 queries to prioritize human dispatchers for true emergencies.
Two Wisconsin counties, La Crosse and Waukesha, have pioneered the integration of artificial intelligence (AI) into public safety communications by deploying AI-powered systems to handle non-emergency calls, allowing human dispatchers to focus exclusively on critical 911 emergencies. La Crosse County launched its AI platform, named "Ava" from Aurelian, in May 2025, processing over 40,000 calls for routine inquiries such as parking citations, jail information, courthouse details, and municipal services. Waukesha County began testing a similar system in late 2025, planning full 24/7 implementation by year-end amid a shortage of five full-time staff, targeting common questions like parade routes and fireworks displays.
These AI agents efficiently triage calls by recognizing "hot words" like "fire" or "smoke" to instantly transfer potential emergencies to 911 dispatchers, while providing instant redirects or texts with specific information, such as payment links for tickets from particular municipalities. In La Crosse, which fields around 140,000 non-emergency calls annually, the system eliminates hold times during peak volumes, directing callers to specialized resources without interrupting emergency responses. Callers can request a human operator at any time, and the AI supports Spanish, ensuring accessibility without compromising service quality.
This deployment addresses chronic staffing challenges and call volume spikes, where dispatchers previously juggled CPR instructions with fireworks queries, now freeing capacity for high-acuity incidents. Eight other Wisconsin counties have inquired about the technology, following similar adoptions in Michigan and Minnesota, signaling broader U.S. public safety adoption. Experts like UW-Madison's Kyle Cranmer emphasize transparent communication to build public trust, noting AI's role in efficiency amid labor shortages.
By embedding AI into everyday government services, Wisconsin counties demonstrate practical scalability, reducing dispatcher workload while maintaining safety standards and inspiring nationwide emulation for resource-strapped emergency centers.
