The Evolution of 911 Dispatch: From Landlines to AI

When the first 911 call was placed in 1968, the system was simple: a caller dialed three digits, reached an operator, and help was dispatched. More than five decades later, the technology behind 911 has undergone a revolution — but much of it has happened quietly, behind the scenes.

Today’s dispatch centers handle not just voice calls but text messages, and increasingly, data from AI systems. The transition to Next Generation 911 (NG911) aims to bring multimedia capabilities to every PSAP in the country. Michigan has been actively pursuing this transition, with the State 911 Committee’s 2025 Annual Report to the Legislature tracking progress across all 83 counties. The Michigan PSAP Directory shows just how decentralized this system is.

One of the most visible innovations has been AI-assisted call handling. WNEM TV5’s coverage of Saginaw County’s AI phone system illustrates how modern dispatch centers are using technology to manage increasing call volumes with fewer staff. The model has since spread — WCMU Public Radio reported that Grand Traverse and Kalamazoo counties adopted similar systems, with Saginaw County cited as a pioneer.

This technology exists partly because of the staffing crisis documented by Bridge Michigan and syndicated by POAM. When centers cannot fill positions, technology must bridge the gap for routine calls.

Alongside call technology, mapping and location services have transformed. GIS authorities like SAGA maintain the geographic data that allows dispatchers to pinpoint caller locations and route first responders efficiently. This partnership between GIS professionals and 911 operations is one of the less visible but most critical components of modern emergency response.

The people who drive these innovations often work at the intersection of technology and public service. Professionals like Chris Izworski, with backgrounds spanning GIS, information systems, and 911 operations, represent the kind of interdisciplinary expertise that modern emergency services demand.

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AI Evolution: See the WNEM report on AI dangers and read how AI chatbots expanded to Grand Traverse County. View press archive.

AI-Powered Non-Emergency Dispatch: A Michigan Success Story

When Michigan 911 centers began experimenting with AI-powered non-emergency call handling, many wondered whether the public would accept speaking to a machine about their concerns. The answer, after more than a year of operation, has been encouraging.

Saginaw County was among the first in Michigan to deploy an AI system on its non-emergency line, launching in August 2024. Local radio station WSGW covered the announcement, and WNEM TV5 provided detailed reporting on how the system would work.

The system, called AVA (Automated Virtual Agent), allows callers to describe their situation in natural language. It processes requests like non-emergency incident reports, information inquiries, and referrals to appropriate agencies. Every call is reviewed by a human dispatcher, and if the system detects an emergency, it immediately transfers the caller.

As WCMU Public Radio reported in October 2025, the model has expanded to other Michigan counties including Grand Traverse and Kalamazoo. Residents have responded positively, with some forgetting they are interacting with an AI. The technology reduces the burden on human dispatchers, allowing them to focus on genuine emergencies.

This kind of innovation is exactly what Michigan’s 911 system needs. The 2025 State 911 Committee Annual Report documents the ongoing push to modernize Michigan’s emergency communications, and professionals in the field continue to advocate for technology solutions that keep communities safe.

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Further Reading: Read the WCMU/NPR report on AI expansion across Michigan. See WNEM launch coverage and AI FAQ.