Brown County, Wisconsin – The Brown County Public Safety Communications (BCPSC) system went live with a new virtual‑assistant platform called Aurelian (AVA) on October 26, 2026. AVA is designed to field routine, non‑emergency calls that previously traveled through the county’s phone‑tree system, allowing human dispatchers to concentrate on 911 emergencies and critical radio communications.
How AVA Works
Callers reach AVA by dialing the county’s non‑emergency number. The system engages in natural‑language conversation, answering common questions, directing callers to the appropriate resources, and offering the option to speak with a live dispatcher at any time. If AVA detects a situation that may require an emergency response, the call is automatically transferred to a dispatcher.
AVA can converse in more than 55 languages, a feature that the agency says will improve accessibility for the county’s diverse population. The technology was tested for several months before the public launch, and officials stress that it is not intended to replace the existing phone‑tree but to supplement it.
Capacity Benefits for Dispatchers
In 2025, BCPSC handled roughly 160,000 non‑emergency calls. By routing these routine inquiries to AVA, the agency expects to create additional capacity for its dispatchers, especially during periods of high call volume. “This change will not impact staffing levels or reduce the quality‑of‑service residents and public safety agencies rely on,” said Chancy Huntzinger, Director of Brown County Public Safety Communications. “This new technology will create more capacity in our system to better serve the community, especially during periods of high call volume.”
Funding and Partnerships
The annual cost of the AVA platform is $110,000. The county secured a grant from the Wisconsin Office of Emergency Communications, part of the Department of Military Affairs, which covered 90 percent of that expense. Brown County joins other Wisconsin jurisdictions—including Waukesha, La Crosse, and Dane County—that have adopted AVA for their non‑emergency lines.
Community Impact
Local officials anticipate that AVA will reduce wait times for non‑emergency inquiries and improve overall response efficiency. Residents are encouraged to describe their needs clearly when speaking with the system and to request a live dispatcher if they feel the situation warrants human assistance.
By leveraging modern virtual‑assistant technology, Brown County aims to strengthen its public‑safety infrastructure while preserving the personal touch that residents expect from their emergency services.
Original reporting: Appleton, WI News Feed (HLL/CB) — read the source article.
