Dane County Launches Virtual Assistant for Non-Emergency Calls

August 18, 2026
Exec Media, 608-800-1127
County Executive

New technology will help 911 telecommunicators focus on emergencies and lifesaving work

DANE COUNTY – Dane County Public Safety Communications has launched a new virtual assistant to help manage calls to the county’s non-emergency line, allowing 911 telecommunicators to spend more time responding to urgent situations and providing lifesaving instructions. 

The Aurelian Virtual Assistant, known as AVA, answers calls to Dane County’s non-emergency line at 608-255-2345. It can assist callers with common non-emergency matters, gather information needed to create a request for service and communicate in more than 45 languages. You can learn more at https://www.dane911.com/AVA

“Dane County’s 911 telecommunicators are true first responders whose work can make the difference between life and death,” said Dane County Executive Melissa Agard. “This technology will help ensure they are available when our neighbors need them most, while still providing prompt and accessible service to people calling with non-emergency needs.”

Dane County Public Safety Communications receives more than 375,000 calls annually. Approximately 200,000 calls received over the past year were non-emergency matters, including animal control inquiries, noise complaints and permit questions.

AVA monitors conversations for indications that a situation may be an emergency. If the system detects an urgent situation, or if a caller asks to speak with a person, the call can be transferred to a live telecommunicator. Callers requesting a live person may experience a wait while emergency calls are prioritized.

“AVA will provide callers with prompt, accessible assistance while helping ensure our telecommunicators are available to answer emergency calls,” said Dane County Public Safety Communications Director Luis Bixler. “It can gather the information needed for a non-emergency request and immediately transfer the call if the situation becomes urgent or the caller asks to speak with a person.”

Residents should continue to call 911 immediately when police, fire or emergency medical assistance is needed. For situations that do not require an immediate response, call Dane County’s non-emergency line at 608-255-2345.