AI Could Soon Answer Non-Emergency Calls For Scottsdale Police

SCOTTSDALE, AZ — Tired of waiting on hold to ask a routine question? Scottsdale is testing a new AI‑powered call system to help answer non‑emergency requests faster.

The city plans to roll out an AI-assisted call system for the Scottsdale Police Department later this year, designed to handle non-emergency requests and cut down on hold times for residents.

The technology, called Motorola HYPER, will help callers navigate routine needs — report inquiries, online reporting assistance and general information — without waiting for a live dispatcher.

The move comes as non-emergency call volume at Scottsdale's communications center has climbed, with many routine requests adding to longer wait times for everyone.

"This technology helps us modernize public safety communications while ensuring our dispatch professionals remain focused on emergency response and critical calls for service," said City Manager Greg Caton.

Callers who want to speak with a live dispatcher still can. Any emergency-related call will immediately route to a communications professional, according to the department.

"Our dispatchers handle an incredible volume of calls every day, and this system is intended to support their work, not replace it," said Police Chief 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."

Implementation is already underway, with staff training, testing and a phased deployment planned before the full launch.

The city has not announced a specific go-live date beyond saying the system is expected later this year.