Brantford Police Service (BPS) are launching an AI-powered voice assistant on the non-emergency line to help residents reach the right information and resources faster and more efficiently.
The technology, developed by Hyper, launched on Wednesday, May 6, 2026, on the BPS non-emergency number, 519-756-7050.
All calls to 9-1-1 will continue to be answered by trained BPS communicators. The AI assistant handles only non-emergency calls, asking a short series of questions to determine how best to help the caller. Depending on the situation, it may provide information directly, guide callers to online reporting, connect them with City of Brantford services, or transfer them to a BPS communicator.
If the AI assistant detects an emergency, does not understand the caller, or encounters a situation outside its trained procedures, the call is immediately transferred to a human communicator.
“When residents call our non-emergency line, they deserve a timely and helpful response,” said Nicole Ensell, Communications Manager, Brantford Police Service. “This technology allows our communicators to stay focused on 9-1-1 emergencies and priority calls, while making sure non-emergency callers aren’t left waiting.”
The system supports multiple languages and operates 24 hours a day, seven days a week. All interactions are recorded and transcribed. The BPS will monitor the system on an ongoing basis and make adjustments as needed to ensure quality.
“Brantford Police Service has taken a practical, community-first approach to deploying this technology,” said Reinhard Ekl, Chief Operating Officer at Hyper. “Their focus on reducing wait times while keeping trained Communicators at the center of emergency response is exactly the kind of responsible adoption we see working well across public safety agencies in Canada.”
BPS joins a growing number of agencies across Canada using AI to manage non-emergency call volume. The Toronto Police Service, Halton Regional Police Service, and several other agencies have each deployed similar systems in recent months.
