Peel Police Introduce AI Tool to Improve Non-Emergency Call Handling and Support 911 Operators
Region of Peel – The next time residents call Peel Regional Police's non-emergency line, they may be greeted by an artificial intelligence (AI)-powered voice assistant. The new technology will improve call navigation for callers with enhanced information, services and reporting options, allowing Communications Operators to focus on emergency and high-priority calls.
The new technology is now active on the non-emergency line, which receives approximately 300,000 calls each year. Through a brief question-and-answer process, the AI voice assistant identifies a caller's needs and can provide information, direct callers to online reporting or community resources, or transfer them to a Communications Operator. Callers can request a human operator at any time.
All 911 calls continue to be answered by trained Communications Operators. If the voice assistant detects an emergency, cannot assist the caller, or does not understand the request, the call is immediately transferred to a live operator.
Developed in collaboration with Hyper, a Motorola Solutions company, the system aligns with Peel Police's existing call recording practices. Building on a partnership established in 2024, Peel Regional Police and Hyper co-developed the AI solution, which has since been adopted by other jurisdictions. By helping manage routine inquiries, the technology improves access to information and services while preserving operator capacity for emergencies.
This latest advancement builds on Peel Police's longstanding leadership in modernizing public safety communications. In February 2024, Peel Police became the first large 911 communications centre in Canada to implement Next Generation 911 (NG911), setting a national benchmark for emergency communications and advancing how emergency calls are received, processed and managed.
Residents are reminded to call 911 for emergencies only and 905-453-3311 for non-emergencies.
QUICK FACTS
- More than 273,000 non-emergency calls received in 2025, representing nearly 31 per cent of all calls received by the Communications Centre.
- Non-emergency call volumes have increased by eight per cent since 2020.
- Since implementing Next Generation 911, Peel Regional Police has reduced 911 wait times by 78 per cent, with the average call answered in just 13 seconds.
QUOTE
“At Peel Regional Police, our approach to technology implementation is simple: high-tech must lead to high-touch. This technology enhances our ability to connect 911 callers with human call takers when it matters most, while providing an increased level of response and service to those who call the non-emergency line.”
— Deputy Chief Anthony Odoardi, Peel Regional Police
SOCIAL MEDIA
MEDIA CONTACT
Email: media.relations@peelpolice.ca
Phone: 905-453-2121, ext. 4027
N/R: 26-112
Peel Regional Police – A Safer Community Together
-30-
