A new AI system is being introduced to the police’s non-emergency line, which receives 20 million calls a year. Around 20% of these calls are for non-policing organisations, such as local councils, NHS 111, or the 105 power outage helpline.

Backed by a £1.4 million government investment, the new system will get the public to the right organisation faster, while freeing up call handlers to respond to crime reports, safeguarding concerns and victims more quickly.

It is estimated that the new system will save policing up to £8.5 million each year, releasing funds for local forces to invest in their most pressing priorities.

“Police call handlers are wasting hours fielding calls meant for other organisations. Every minute spent on these calls is time taken away from helping people who genuinely need their support,” crime and policing minister, Sarah Jones, said.

“AI is already helping police catch dangerous criminals and speed up investigations. Now, it will help bring control rooms into the 21st century, freeing up time and unlocking millions of pounds. Forces can reinvest those savings into tackling the crime on our streets.”

The system has been developed by the Home Office and National Police Chiefs’ Council, with delivery partner Vodafone Business. It uses an AI model to match why someone is calling 101 to a set of likely reasons, then redirects non-police issues to the correct agency before the caller enters a queue.

The new system has been subject to rigorous training and testing by the Home Office and police to ensure its performance is not affected by factors such as callers’ accents and phrasing. During pilots in 15 police forces it successfully diverted non-police issues including damage-only road traffic incidents, fly tipping and noise complaints to the right agencies.

Recommended reading

• UK Police Using Passports For ‘Secretive’ Facial Recognition Searches
• Police.AI to Launch in Home Office Police Tech Reforms
• ICO Demands “Urgent Clarity” on Police Facial Recognition Bias
• UK Expands Live Facial Recognition in Police Van Rollout

The UK government says that there are strong safeguards in place to ensure that no one in need of police assistance is ever accidently diverted. Callers are told how the system has understood their reason for calling and must accept or reject this.

Where the reason for calling falls into a broad category, additional safeguarding questions are asked. If the system is in any doubt, the call is passed directly to the police without delay. Callers will always be able to speak to a handler if they wish.

The use of the system may vary by force, depending on what telephone menu services they already have in place. The current 999 system has not changed.