Police turn to AI to handle non-emergency calls

CTV News public safety analyst Chris Lewis explains how police forces receive many non-emergency and nuisance calls.

Canadian startup Hyper has developed an AI-powered voice agent to help police services handle non-emergency calls.

Named SARA, an acronym for “Smart Answering Road Assistant,” the system is being piloted by police services in Ontario’s Halton Region and Winnipeg.

Chris Lewis, a former Ontario Provincial Police commissioner and CTV Public safety analyst, says the technology could save valuable time without reducing staff.

“It’s unbelievable how many calls police get that have nothing to do with active police work,” he said in an interview with CTV Your Morning. “Of the thousands of legitimate calls they get every day, only certain ones really require an emergency response.”

Lewis said AI can efficiently direct routine calls to the right departments, adding that SARA’s conversational style makes it less frustrating than traditional automated phone trees.

“It’s all about saving their valuable time and not having to hire 100 more every year because of all the calls that really don’t require an emergency response,” he said.

SARA will ask callers a series of short questions to determine whether their inquiry can be handled by the system, or if it should be transferred to a live operator. Callers are advised to speak in full sentences and avoid interrupting SARAH when it speaks.

Halton Regional Police began using SARA in October 2025 to operate 24/7 after testing the technology earlier this year. The Winnipeg Police Service started its pilot project this summer, using the system for several hours each day, then expanded to full-time use.

“The frustration for some people is going to be, I want to talk to a live body, but unfortunately, there’s a huge tax cost to having those live bodies sitting there waiting for you to answer every little question you might have that may not be emergent,” Lewis said.

“People have to understand this is a good way to do business. It’s going to meet their needs and still be cost effective.”