A new AI software system is being introduced to reduce waiting times for the 101 non-emergency police line. The system is designed to address the high volume of misdirected, nuisance, and prank calls received by the service, which handles 20 million calls annually.
Approximately 20% of these calls, or four million, are for non-policing organisations such as local councils or NHS 111. The new system, backed by a £1.4 million government investment, will direct callers to the correct organisation faster, aiming to free up call handlers to respond to crime reports and safeguarding concerns more quickly.
The Home Office and National Police Chiefs’ Council developed the system with Vodafone Business. It uses an AI model to match the reason for a 101 call to likely reasons, then redirects non-police issues before the caller joins a queue. This is intended to prevent callers from waiting to speak to a handler only to be redirected, which currently increases wait times for those needing police assistance.
During pilots across 15 police forces, the system successfully diverted non-police issues including damage-only road traffic incidents, fly tipping, and noise complaints. Safeguards are in place to ensure callers needing police assistance are not accidentally diverted, with callers informed of how their reason for calling has been understood and given the option to accept or reject this. Callers will also always have the option to speak to a handler.
Crime and Policing Minister Sarah Jones stated that police call handlers are spending hours on calls meant for other organisations, taking time away from helping those who genuinely need support. She added that the AI system will help bring control rooms into the 21st century, freeing up time and unlocking millions of pounds for forces to reinvest in tackling crime.