New AI call-routing software is to be introduced on the police non-emergency 101 service to redirect callers whose enquiries should be handled by other organisations.
The 101 service receives around 20 million calls a year, according to government figures. About four million — one in five — relate to services provided by organisations such as local councils, NHS 111 and the 105 power cut helpline.
Police forces also receive calls about matters including delayed food deliveries, slow service in pubs and requests for lifts.
The government is providing £1.4 million for the new system, which is intended to identify these calls before they enter the queue for a police call handler. It is estimated that the system could save police forces up to £8.5 million a year.
The technology has been developed by the Home Office and the National Police Chiefs’ Council, with Vodafone Business acting as the delivery partner.
It uses an AI model to identify the likely reason for a call and direct non-police enquiries to the relevant organisation. Currently, many misdirected calls are identified only after the caller has spoken to a police call handler.
The system has been piloted by 15 police forces, where it redirected enquiries including damage-only road collisions, fly-tipping and noise complaints.
The Home Office said the technology had been tested using different accents and ways of describing an issue.
Callers will be told how the system has interpreted their enquiry and will be asked to confirm or reject the suggested option. Additional safeguarding questions will be used where the reason for calling is unclear or falls within a broad category.
If the system cannot determine whether police assistance is required, the call will be passed to the police. Callers will also retain the option of speaking to a call handler.
The way the system is used may differ between forces because existing telephone menus vary. There will be no change to the 999 emergency service.
A further £16.5 million is being allocated to technology intended to change how police forces handle contact from the public. This includes software to transcribe 999 and 101 calls and link reports to identify patterns in demand.
