AI software now helping to train 911 dispatchers in Milwaukee
AI software now helping to train 911 dispatchers in Milwaukee
Publish Date: 2026-01-14 16:08:00
Source Domain: www.jsonline.com
- Some counties in Wisconsin, such as Waukesha and La Crosse, are using artificial intelligence (AI) to handle non-emergency 911 calls.
- Milwaukee, however, has been slower to adopt AI, opting to use it primarily as a training and auditing tool for its emergency call takers through a new program called CommsCoach.
- The AI software, CommsCoach, costs $60,000 a year for a three-year contract and is used to simulate real-life scenarios for training purposes, still under the supervision of human trainers.
- Waukesha County utilizes the AI tool, Aurelian, to answer non-emergency calls on shifts that are hard to staff, enabling human operators to focus on emergencies.
- Although AI is being used in other counties to assist with non-emergency lines, Milwaukee maintains that AI is not yet ready for the complex emergencies call takers routinely handle.
- The Department of Emergency Communications in Milwaukee aims to keep human judgment in life-critical decisions, emphasizing that AI is a “force multiplier” rather than a replacement for human staff.
- Other counties like Dane and Outagamie are also using AI tools for staff training, sometimes funded by state grants, while Milwaukee is self-funding CommsCoach for now but may seek similar funding sources for future tech acquisitions.
