Dane County Deploys AI Chatbot for Non-Emergency 911 Calls

AI assistant takes non-emergency calls in Wisconsin

Dane County Public Safety Communications launched an AI-powered virtual assistant on its non-emergency phone line in August, marking a shift in how the Wisconsin county manages its substantial volume of routine calls.

The system, called Aurelian Virtual Assistant or AVA, began handling non-emergency calls on August 18 through the county's 608-255-2345 number. The technology replaces an older phone tree system that required callers to navigate limited menu options to reach information.

Contract details and funding structure

Dane County approved a one-year contract valued at $155,000 for the AVA system. Approximately 90% of the cost comes from grant funding, with the county covering the remaining 10% from its own budget.

The financial arrangement reflects a broader trend of grant programs supporting public safety technology adoption, particularly as communication centers face staffing challenges and rising call volumes.

Addressing call volume pressures

The deployment addresses a significant operational challenge: non-emergency calls represented 53% of total call volume last year, according to Deputy Director Johnny Leonard. The same staff members who answer 911 calls also handle non-emergency inquiries, creating potential delays during high-volume periods.

AVA handles information requests, department referrals, and answers to non-emergency questions. The system is designed to identify emergencies and transfer those calls immediately to human communicators. Callers can also request a human dispatcher at any point, though they may be placed on hold if emergency calls take priority.

Human oversight remains central

The county emphasizes that AVA does not replace human dispatchers. Instead, communicators review every AI-handled call within a week to verify appropriate handling. This oversight addresses what Leonard calls "edge cases"—situations that don't clearly fit emergency or non-emergency categories and require human judgment.

Calls involving immediate threats, weapons, or requiring police, fire, or EMS response should still go directly to 911 rather than the non-emergency line.

Why it matters

Public safety agencies nationwide face a staffing crisis in their communication centers, with many struggling to maintain adequate dispatcher coverage. AI systems like AVA represent an emerging solution that allows agencies to triage call volume without adding headcount. The technology's effectiveness in emergency services remains debated, but Dane County's approach—using AI for routine inquiries while maintaining human oversight and easy escalation paths—offers a measured implementation model. The grant-heavy funding structure also provides a lower-risk testing ground for technology that could reshape how communities access public safety resources.

Leonard acknowledged the controversy surrounding AI in emergency services but positioned the technology as a supplementary tool. "You could really never have enough tools at your disposal when it comes to 911," he noted, while emphasizing that Dane County's relatively strong staffing position means it relies on the technology less than some other centers might need to.

These details were first reported by the Isthmus.