Name: Mixed reaction on Waukesha County Communications switch to AI for non-emergency calls
Uploaded: 2025-11-21T03:40:47.363Z
Duration: 2 min 49 s
Description: Waukesha County will soon become only the second place in Wisconsin to use artificial intelligence to handle non-emergency calls.

Waukesha County will soon become only the second place in Wisconsin to use artificial intelligence to handle non-emergency calls.

Waukesha

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Waukesha County Communications in Wisconsin is implementing an artificial intelligence assistant to answer non-emergency phone calls, with the goal of allowing human dispatchers to focus on emergency situations. The AI, currently in a testing phase, will not be used for 9-1-1 calls and is designed to handle routine inquiries such as parking questions and fine payments.

Residents have expressed mixed feelings about the change, with some preferring human interaction, especially in sensitive situations. The system is programmed to transfer calls to a dispatcher if certain emergency-related keywords are detected, and a full 24-7 rollout is planned after successful testing.

Mixed reaction on Waukesha County Communications' switch to AI for non-emergency calls

I would be frustrated. I would be really frustrated because I'm calling because I want to talk to somebody. I don't want to get an AI-generated persona. Some strong responses as we share the new artificial intelligence assistant that will be answering non-emergency phone calls in Waukesha County. Our Waukesha County reporter, Rebecca Cluff, spoke to Bobby, Paul, and Eric about the AI system, and she got a demonstration to show you how it will work. Waukesha County Dispatch, Matt. This is how the Waukesha County non-emergency number is being answered today. But in a few weeks, this is what you'll hear. This is a recorded, automated assistant. You've reached Waukesha County Communications. If this is an emergency, hang up and dial 9-1-1. My name is Ava. How can I help? I think AI is extremely helpful, but it can also be pretty dangerous. Bobby Bertling says her family is very familiar with the Waukesha County non-emergency line because she often had to call it before her mom passed away. We would call the non-emergency line, and in that circumstance, I would be really upset if I had AI because I needed somebody to come and help me. Waukesha County Communications say they're still in the testing phase of this AI service, but it's already handled some non-emergency calls. They say there are no plans for it ever to be used for 9-1-1 calls. We actually encourage our callers to have a conversation with the AI agent. You can talk in full sentences, so you are, as if talking to a dispatcher, you're going to ask for whatever it is that you're calling in for. Goodchild says common calls include parking questions, how to pay fines, or follow-up questions for an open case. She says there are a few words or sounds the AI agent can hear that will immediately move a call to the 9-1-1 center, so we tested it out. I woke up this morning and wasn't feeling well. I'm not sure if I should go to my urgent care. Please stay on the line while we transfer you to a dispatcher. I smell smoke. There might be something burning in my neighborhood. Please stay on the line while we transfer you to a dispatcher. Goodchild says Waukesha County will become the second place in the state to use AI for their non-emergency calls. La Crosse started using AI in May. She says this keeps their 9-1-1 dispatchers free to answer high-level emergency calls. Is it annoying? Rather than having a real person? Sure. But they understand reality or there aren't enough bodies to take the calls, I suppose. The Waukesha County Communications Center will begin testing its AI agent again starting next week for short periods of time on and off, and then it will roll out 24-7 after it passes all those initial tests. In Waukesha, Rebecca Kluff, TMJ4 News.

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Mixed reaction on Waukesha County Communications' switch to AI for non-emergency calls

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Rise of AI