Macomb County, Mich., Considers AI-Driven 911 Platform

Macomb County is planning to adopt a new AI platform called CommsCoach by GovWorx to analyze and review its 911 calls.
The platform was approved by a county committee and will be considered for final approval by the Macomb County Board of Commissioners on March 26.
If adopted, the $41,000 system will automatically transcribe calls, identify trends, and evaluate dispatcher performance, which would replace the current manual review process.
The goal is to use the platform to provide more consistent and detailed feedback to staff as well as improve onboarding for new hires.
The technology will not alter how dispatchers handle incoming calls, but will only be used for post-call evaluation, training, and performance feedback.
The platform will also identify patterns in calls, including those involving different languages, that were previously difficult to measure.
Implementation is expected to start about two months after final approval.
Angela Elsey, Macomb County’s dispatch director, believes it will help provide consistent service and improve the training for dispatchers.

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