Call police near Orlando? AI may answer your call

WINTER GARDEN, Fla. — Residents calling police for non-emergency assistance in parts of the Orlando area may now hear an artificial intelligence system instead of a human dispatcher.

The Winter Garden Police Department has introduced an AI-powered virtual assistant called AVA to answer routine calls, reduce waiting times and allow emergency dispatchers to focus on more urgent situations.

According to FOX 35 Orlando, the technology will support police communications serving Winter Garden, Ocoee, Windermere and Oakland, four communities in the greater Orlando area.

How Does the AI System Work?

When someone calls the police department’s non-emergency line, AVA can answer the call using an automated voice. The system asks questions, gathers information and helps direct requests to the appropriate personnel.

For example, residents reporting noise complaints or other routine incidents may initially speak with the AI assistant rather than a human dispatcher.

Police officials say the system is designed to reduce the time residents spend waiting on hold while freeing dispatchers to handle emergency calls and communicate with officers in the field.

Can Residents Still Speak to a Human?

Yes. According to Winter Garden police, callers who experience difficulties with the automated system or prefer human assistance can still be connected to a live dispatcher.

The technology is designed to recognize when someone becomes frustrated or has trouble completing the process. It can then transfer the call to a human operator.

The department also has procedures to route calls to dispatchers if the AI technology experiences technical problems.

What About 911 Emergencies?

The new system is intended primarily for non-emergency calls, not to replace human emergency dispatchers.

Residents facing immediate danger or a life-threatening emergency should continue calling 911.

How Much Does It Cost?

Winter Garden city commissioners approved a three-year agreement with technology company Aurelian in February 2026. The contract costs approximately $55,000 annually.

Police officials previously reported that the department’s communications center handles more than 90,000 telephone calls annually, with approximately one-third involving 911 emergencies.

The remaining calls include administrative requests and other non-emergency matters that can consume significant dispatcher time.

Florida Police Departments Are Increasingly Using AI

Winter Garden is not the first Florida law enforcement agency to introduce this technology. The Volusia County Sheriff’s Office began using AVA in August 2025.

The expansion reflects a growing interest among public safety agencies in using artificial intelligence to manage routine communications while keeping trained personnel available for emergencies.

For residents in the Orlando area, the change means that their next non-emergency call to police could begin with a computer-generated voice rather than a human operator.