Milwaukee Introduces AI for 911 Dispatcher Training
On January 14, 2026, Milwaukee city leaders unveiled a new artificial intelligence initiative aimed at enhancing the training and performance auditing of 911 emergency call takers. While neighboring counties in Wisconsin have already adopted AI technology to manage non-emergency calls, Milwaukee is taking a more cautious and focused approach, limiting AI use strictly to training purposes for now.
“We are not turning 911 over to an AI intelligence platform,” said Tony Bueno, Director of Milwaukee’s Department of Emergency Communications. “We are not removing human judgment from life-critical decisions.”
The Department of Emergency Communications, which was formed in February 2025, previously operated under the city’s police and fire departments. Mayor Cavalier Johnson and Director Bueno emphasized that the AI software is being implemented as a “force multiplier” rather than a replacement for human staff.
CommsCoach: Milwaukee’s AI Training Tool
The AI platform chosen by Milwaukee is called CommsCoach. This advanced software simulates realistic emergency call scenarios and records call takers’ responses. Human trainers later review these recordings to evaluate and guide performance. Milwaukee is the first municipality in Wisconsin to adopt CommsCoach for training purposes.
During the press announcement, emergency communications staff demonstrated the tool with a simulated call: an AI-generated voice described a car break-in, complete with background sounds like shattering glass and screeching tires. The simulation is designed to mirror the stress and complexity of real emergency situations, helping trainees prepare more effectively.
Training for new call takers in Milwaukee involves eight weeks of classroom instruction followed by six weeks of on-the-job training. The AI tool enhances this process by offering more immersive and repeatable training scenarios.
Cost and Funding
The annual cost of the CommsCoach software is $60,000—roughly equivalent to the salary of a full-time employee. The city has signed a three-year contract for the service. Bueno clarified that the software will not impact staffing levels and stressed that it is not being used to replace personnel.
“This is not about replacing people,” said Mayor Johnson. Instead, the AI program is intended to support human trainers and improve overall training efficiency.
Unlike other counties receiving state grants such as the Public Safety Answering Point (PSAP) grant for AI training tools, Milwaukee is currently covering the cost of CommsCoach through its own budget. However, Bueno noted that the city plans to seek PSAP funding for future technological upgrades.
AI in Other Wisconsin Counties
Elsewhere in Wisconsin, counties like Waukesha, La Crosse, and Dane have started using AI tools to address staffing shortages in their 911 call centers. Waukesha County, for instance, began using an AI system named Aurelian—nicknamed “Ava”—in December to handle non-emergency calls during difficult shifts such as nights and weekends.
Chris Becker, operations manager for Waukesha County’s 911 department, explained that Ava helps free up human dispatchers to focus on urgent emergency calls. Each county customizes the types of calls the AI system can handle. For any situations involving medical issues, fire, or potentially escalating emergencies, the AI immediately transfers the call to a human operator.
“All that Ava does is really free up our dispatchers to handle the 911 calls and the true emergencies that are coming in,” said Becker. Waukesha plans to expand Ava’s role to cover all non-emergency calls in the near future.
Training Tools Across the State
Other counties such as Dane and Outagamie have adopted a different AI training tool called ThisGen 911, funded partly by the PSAP grant. These systems are built to simulate call scenarios and evaluate dispatcher reactions, similar to Milwaukee’s CommsCoach approach.
As AI technology continues to evolve, its role in emergency communications is likely to expand. However, Milwaukee officials remain committed to maintaining human oversight for all emergency response activities, ensuring that critical decisions are made with compassion and discernment.
This article is inspired by content from Original Source. It has been rephrased for originality. Images are credited to the original source.