Benzie County 911 Dispatchers Utilize AI for Enhanced Training

Artificial intelligence helps create realistic emergency call simulations to improve dispatcher skills.

Published on Feb. 11, 2026

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Benzie County, Michigan has integrated artificial intelligence into its 911 dispatch training program. The AI-powered system allows dispatchers to practice handling a variety of simulated emergency call scenarios, from medical emergencies to high-stress law enforcement situations, in a safe and liability-free environment. The system grades each practice call based on national standards, providing valuable feedback to help dispatchers build confidence and sharpen their skills.

Why it matters

Effective 911 dispatch training is critical for public safety, but real-world calls can be high-pressure and difficult to replicate. The AI-powered simulation system gives Benzie County dispatchers the opportunity to make mistakes and learn from them without the risks associated with live calls, ultimately improving their preparedness and performance on the job.

The details

The AI 911 system allows Benzie County dispatch trainers to customize simulated call scenarios, including adding elements like confused, angry or rude callers, and background noise. The system then evaluates each practice call using national standards, providing detailed feedback to help dispatchers identify areas for improvement. While the technology has demonstrated benefits for training, the county has no plans to integrate AI directly into live 911 call handling due to liability concerns.

  • The AI-powered 911 dispatch training system was first implemented in Benzie County in early 2026.

The players

Corey Ellis

The dispatch director for Benzie County, Michigan who first saw the AI training technology demonstrated at a statewide public safety conference and decided to implement it for his department.

Racheal Wilson

The deputy director of the Benzie County 911 dispatch center, who explains how the AI system allows them to customize and grade simulated emergency call scenarios for training purposes.

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What they’re saying

“I was really intrigued, we played around with it and it was quite amazing to see what the platform could do.”

— Corey Ellis, Dispatch Director (9and10news.com)

“We can practice any call that we can come up with and there's no liability. It's not a live call, we're just practicing.”

— Corey Ellis, Dispatch Director (9and10news.com)

“We can choose from a selection that we've already done or that the company has selected, or we can completely create our own scenario.”

— Racheal Wilson, Deputy Director (9and10news.com)

What’s next

The county plans to continue using the AI-powered 911 dispatch training system and may look to expand its capabilities or integrate it with other emergency response technologies in the future.

The takeaway

Benzie County's innovative use of artificial intelligence in 911 dispatch training demonstrates how technology can be leveraged to enhance public safety by better preparing emergency responders for high-pressure situations. The simulated call scenarios allow dispatchers to build critical skills in a risk-free environment, ultimately improving their performance and responsiveness when handling real-world emergencies.