County approves $41,000 AI platform to modernize 9-1-1 quality assurance

The Macomb County Board voted unanimously to purchase Comms Coach, an AI-driven quality-assurance and training platform from GovWorks, for $41,000 for a one-year subscription.

A county representative told the board Comms Coach integrates with the county’s call-recording system and automates transcription, trend detection and structured feedback for telecommunicators. "This platform will allow us to modernize that process and it will help us to standardize how calls and radio traffic are evaluated, automatically transcribe that information and help us with searching call data, identify trends and gaps in training and performance across the organization," the presenter said. The presenter added that the product was included in the FY2026 budget and is exempt from competitive bidding because the county considers GovWorks the sole provider of an integrated solution.

Commissioners asked whether the system can track calls in non-English languages; the presenter said staff can search transcriptions by language keywords and that the platform supports text messaging in about 140 languages and is working toward live translation. The board approved the purchase 12–0.

County staff said the system is expected to reduce manual QA workload for dispatch supervisors, provide consistent feedback for staff, and support training scenarios built from real calls. The implementation will proceed under county procurement and IT oversight.