Winnipeg Police Service expands testing of AI-powered interactive voice agent (IVA) for non-emergency line

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The Winnipeg Police Service (WPS) will expand the testing of its AI-powered voice agent for the non-emergency line starting next week. Over the last several months, the pilot has been tested in a closely monitored environment for a few hours each week. Starting Monday, the pilot will increase to a few hours per day and will continue to be monitored and improved as we learn more about how callers interact with the agent.

It is hoped that this innovative voice technology, which has undergone nearly a year of careful testing and evaluation, will eventually replace the existing automated phone system, which relies on pre-recorded prompts. The new model understands everyday speech and responds in real time - allowing citizens to more quickly receive help from the proper department.

To ensure smooth and effective conversations with the IVA, the public is encouraged to speak in clear, full sentences, limit background conversations, and wait for the IVA to finish prompts before replying. These small adjustments lead to faster, more accurate results.

"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." So far this year, the non-emergency line has received more than 172,000 calls, which averages to more than 900 calls per day.

Should the testing prove successful, the new voice agent will be available around the clock, offering instant assistance for a range of topics. It also contributes to broader operational goals: enhancing city-wide customer service, reducing demand on call takers, boosting call taker morale, and improving access to call data. The project is one of six AI-driven pilot initiatives sparked by a 2024 innovation challengefrom Mayor Scott Gillingham. The challenge encouraged Winnipeg's Public Service teams to imagine new ways AI could improve how residents connect with city services.

"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 us online.