Winnipeg police to being integrating new AI agent to non-emergency calls

Winnipeg police say they are expanding their testing of their AI-powered voice agent for the non-emergency line starting next week.

WPS says over the last few months, they’ve been testing and monitoring an AI voice agent, which will replace the existing automated phone system, which relies on pre-recorded prompts.

The new AI voice agent will begin on Monday and will gradually increase the hours it is operational.

WPS says that as it is implemented, it will continue to be monitored and improved upon, based on caller interactions.

The goal of the new system is to improve response times in getting the caller to the proper department.

“This is about making it easier for Winnipeggers to reach us and get help with non-emergency matters,” said Inspector Gord Spado. “By introducing this new technology, we’re ensuring that our frontline emergency operators can focus on the emergency situations that need them most, while every caller gets thoughtful service.” So far this year, the non-emergency line has received more than 172,000 calls, which averages to more than 900 calls per day.

Police do note that the caller should speak in clear, full sentences, limit background conversations, and wait for the IVA to finish prompts before replying in order to get the most effective help from the AI agent.

“This is exactly the kind of innovation I hoped to see when I challenged our Public Service to use AI to improve customer service,” said Mayor Scott Gillingham. “It’s encouraging to see the Winnipeg Police Service leading the way as we continue testing how AI can make life better for residents. This pilot is a great example of how we can use technology to improve services for Winnipeggers and free up frontline staff to focus where they’re needed most.”

For more information on the non-emergency AI voice agent, visit the Winnipeg police website.