Scottsdale Police to launch AI-assisted system for non-emergency calls

Getting answers from the Scottsdale Police Department for routine, non-emergency questions may soon become faster and easier thanks to a new artificial intelligence-assisted call system the city plans to roll out later this year.

The technology, known as Motorola HYPER, will help callers navigate routine requests such as report inquiries, online reporting assistance and general information without waiting for a dispatcher. Officials say the system is designed to improve efficiency while allowing emergency communications staff to focus more attention on urgent and high-priority incidents.

“Scottsdale has built a reputation for embracing innovation in ways that improve city services and enhance the resident experience,” said City Manager Greg Caton. “This technology helps us modernize public safety communications while ensuring our dispatch professionals remain focused on emergency response and critical calls for service.”

The move comes as Scottsdale continues to experience increasing volumes of non-emergency calls to its communications center. Police officials said many of those calls involve routine requests that do not require immediate dispatch intervention but can still contribute to longer hold times.

Under the new system, callers will still be able to speak directly with a live dispatcher if they choose, and emergency-related calls will immediately route to communications personnel.

“Our dispatchers handle an incredible volume of calls every day, and this system is intended to support their work, not replace it,” said Joe LeDuc. “Using technology strategically allows us to improve service for routine requests while ensuring our communications professionals can focus their expertise where it’s needed most.”

The AI-assisted platform is expected to reduce hold times, improve access to online resources and reporting tools, and streamline how residents navigate non-emergency police services.

Implementation is already underway and will include staff training, testing and a phased deployment process. The department said it will continue monitoring system performance and public feedback throughout the rollout.