The Cobourg and Port Hope police services are introducing an artificial intelligence answering system designed to help manage non-emergency calls and reduce pressure on dispatchers.
The system, known as CARA — Community Assistance and Response Agent, is being launched in partnership with the Owen Sound Emergency Communications Centre and technology company Hyper AI.
Police services across North America have reported growing demand on non-emergency phone lines, with calls related to minor property damage, lost items and general inquiries often making up a significant portion of dispatcher workloads. Officials say those calls can compete with higher-priority situations requiring immediate attention.
CARA is designed to help manage those calls by greeting callers, identifying the reason for their call and collecting preliminary information before routing the request appropriately. The system can provide general information directly or transfer callers to a dispatcher when a human response is required.
Police say the technology will help communications staff focus more effectively on urgent or complex situations while ensuring members of the public still receive timely responses to non-emergency requests.
“The introduction of CARA is an important step forward in how we support the communities we serve,” said Craig Ambrose.
“Our dispatchers handle a significant volume of calls every day for multiple communities across Ontario. By introducing AI technology to assist with non-emergency inquiries, we can ensure our dispatchers remain focused on urgent situations while still providing prompt and efficient service to the public.”
Officials say the AI-based system will allow the communications centre to provide immediate engagement for callers while gathering structured information to help streamline call handling.
Police say the initiative is intended to improve service delivery, reduce operational strain on dispatch staff and ensure communities continue to receive timely support as call volumes increase.
