TLDR: The Winnipeg Police Service (WPS) is significantly expanding its pilot program for an AI-powered interactive voice agent (IVA) on its non-emergency line. This initiative aims to enhance service efficiency, reduce caller wait times, and allow human emergency operators to concentrate on critical situations. The AI system, which understands natural speech, is a direct response to the high volume of non-emergency calls, averaging over 900 daily.
Winnipeg, MB – The Winnipeg Police Service (WPS) announced on July 11, 2025, a significant expansion of its pilot project involving an Artificial Intelligence-powered interactive voice agent (IVA) for its non-emergency telephone line. This move is designed to streamline call handling, improve service delivery, and alleviate pressure on human operators.
Starting Monday, July 14, 2025, the AI-powered IVA will be tested for several hours each day, a notable increase from its previous limited weekly use. This expansion marks a crucial phase in a year-long evaluation of how voice technology can enhance public service and free up frontline staff for more urgent matters. The new AI model is a significant upgrade from the existing pre-recorded system, as it is capable of understanding natural speech and responding in real-time, facilitating more efficient connections between callers and the appropriate departments.
Inspector Gord Spado of the WPS Communications Division emphasized the user-centric goal of the initiative, stating, “This is about making it easier for Winnipeggers to reach us and get help with non-emergent matters.” He added, “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.”
The need for such innovation is underscored by the sheer volume of calls received. So far in 2025, the WPS non-emergency line has handled more than 172,000 calls, translating to an average of over 900 calls per day. Should the testing prove successful, the AI voice agent is envisioned to be available around the clock, providing instant assistance for a wide range of topics.
This pilot project is one of six AI-driven initiatives launched in response to Mayor Scott Gillingham’s 2024 innovation challenge, which encouraged city departments to explore how artificial intelligence could enhance service delivery. Mayor Gillingham expressed his approval, remarking, “This is exactly the kind of innovation I hoped to see. It’s encouraging to see the Winnipeg Police Service leading the way. 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.”
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To ensure optimal interaction with the IVA, the public is encouraged to speak in clear, full sentences, minimize background conversations, and allow the IVA to complete its prompts before responding. These simple adjustments are expected to lead to faster and more accurate results for callers.


