Norfolk AI System Handles More Than 40% of Non-Emergency Calls

Norfolk Portsmouth Newport News, VA, October 18, 2026 —

Norfolk has implemented an artificial intelligence system to manage non-emergency phone calls, and the system is currently handling more than 40% of those inquiries. Its stated purpose is to provide information faster and allow human dispatchers to focus on critical emergencies.

The system’s reported share covers non-emergency inquiries. The available information does not explain how many calls that represents, what types of questions the AI handles, or how callers are directed to a human dispatcher when needed. It also does not specify when the system was introduced or identify its name or provider.

The reported figure indicates that the AI is managing a substantial portion of the non-emergency calls, but no comparison with earlier call-handling arrangements or measured response times was provided. As a result, the information does not quantify how much faster callers receive answers or how much dispatcher capacity has been freed up. The account describes those outcomes as the system’s purpose, rather than providing separate performance measures.

Details about the system’s operating procedures, oversight, and performance were not included in the available summary. No information was provided about how calls are categorized, what happens when the AI cannot answer an inquiry, or whether Norfolk has set targets for the system. The implementation and current call share are the only specific operational details provided.

Norfolk’s AI system is therefore described as a tool for handling non-emergency inquiries while human dispatchers focus on critical emergencies. Further information about its capabilities and results was not provided.

Story summarized from the original created by Jay Greene on www.wtkr.com, see more information here.