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The system will automatically redirect non-emergency calls to the correct agency, freeing up crucial time for handling crime
According to the Home Office, the non-emergency police 101 service receives around 20 million calls per year, roughly 20% (4 million) of which are in fact intended for other services, like local councils.
Now, a new AI software is being introduced to assess calls and redirect callers to relevant services without needing to connect them to a call handler. This means erroneous callers can quickly be removed from the system, easing the workload for the call hander, reducing queuing times, and reducing wasted time for the callers.
In addition to removing calls made error, the system will also include deliberate nuisance calls, which have historically included novelty complaints about delayed pizza deliveries and slow service at the local pub. Indeed, even during a pilot of the new AI service, the system reportedly screened out calls attempting to report a missing umbrella and asking the local police to give them a lift.
By making the 101 system more efficient, the new AI service is expected to save policing up to £8.5 million each year.
“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,” said Crime and Policing Minister, Sarah Jones. “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 AI service was co-developed by Home Office and National Police Chiefs’ Council in partnership with delivery partner Vodafone Business, backed by £1.4 million in government investment.
It forms part of more widespread police reform initiatives, which are investing £16.5 million to modernise how the police and public interact. Alongside the new 101 triage system, this will include AI that transcribes 999 and 101 calls, and links crime reports to identify patterns in demand.
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