A Winnipeg police vehicle is photographed at a scene in Winnipeg, Tuesday, Nov. 19, 2024. (THE CANADIAN PRESS/David Lipnowski)
Winnipeg police will expand its pilot of an AI-powered voice agent on its non-emergency phone line starting next week.
The police service says the intelligent voice agent (IVA) has been in development and testing for nearly a year and is designed to replace the current automated system. Unlike pre-recorded prompts, the AI understands natural speech and responds in real time, aiming to connect callers more quickly with the appropriate department. The technology will move from limited weekly testing to several hours per day.
“This is about making it easier for Winnipeggers to reach us and get help with non-emergent 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.”
Police say so far this year, the non-emergency line has received more than 172,000 calls, which averages to more than 900 calls per day.
Officials hope the new system will eventually operate 24/7 and ease the burden on human call takers while improving response times and access to data.
Watch Friday’s news conference:
