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.
Further Reading: Read the WCMU/NPR report on AI expansion across Michigan. See WNEM launch coverage and AI FAQ.
AI in Public Safety — Chris Izworski 