Winter Garden PD uses AI to handle nonemergency calls and reduce wait times

The Winter Garden Police Department has implemented an artificial intelligence system called AVA to assist with nonemergency calls, FOX 35 Orlando reported. This technology aims to reduce wait times by allowing callers to interact initially with an automated voice system instead of waiting to speak directly with a dispatcher.

AVA is designed to ask callers the same questions that dispatchers typically use to gather information on nonemergency incidents, according to FOX 35 Orlando. This allows telecommunicators to spend more time focusing on emergency calls and managing radio communications with officers in the field.

Winter Garden Police say dispatchers often juggle multiple tasks simultaneously, including answering phone calls and handling radio traffic. The AI system is expected to ease this workload and improve response efficiency for urgent situations.

The technology serves Winter Garden as well as nearby communities including Ocoee, Windermere, and Oakland. Winter Garden is among the Florida law enforcement agencies adopting AI for call management, following Volusia County's introduction of a similar system last year.

Officials hope that AVA will help reduce caller frustration caused by hold times and improve overall communication effectiveness in the police department.