Two UK police forces – Thames Valley Police and the Hampshire and Isle of Wight Constabulary – have become the first in the country to trial a pioneering AI Virtual Assistant designed to handle non-emergency queries.
The assistant, named Bobbi, offers a human-like interaction but is entirely automated, providing quick answers to frequently asked questions and directing users to the right resources.
This innovative technology is not a replacement for 999 emergency calls or crime reporting but serves as an additional service alongside existing online forms, telephone lines, and front counters for those who prefer digital assistance.
Key Features of Bobbi include:
- Answers non-emergency, police-related questions using closed-source information provided by the two forces
- Tested by over 200 people, including victim care groups and independent scrutiny panel members
- Maintains confidentiality of all data shared during chats
- Transfers chats to real Digital Desk operators if unable to answer or if the user requests human assistance
Head of Contact Management for both police forces, Chief Superintendent Simon Dodds, said:
“This is a really exciting time for us as we trial this technology in policing.
“Locally and nationally, contact into the police increases year-on-year, online and over the phone, and it is important that the valuable skillset of our Call Handlers and Digital Desk Operators is spent on emergencies and complex, sensitive issues.
“Empathy, common sense and that intangible gut instinct are some of the many human skills that need to guide our interactions with the public, particularly in their time of need.
“By providing quick responses to commonly asked, non-emergency questions, Bobbi will enhance our service to our communities, ensuring that every member of the public can get the help they need, whenever they need it.
“Bobbi will always remain as a work in progress so whilst we are launching the technology today after an intense building and testing period, our experienced staff will continue to train it to fix any bugs, remain up-to-date with legislation and policies and evolve the technology in line with the needs of our communities.”
Digital Desk operators work 24/7, handling online crime reports, monitoring social media accounts, and now supporting Bobbi when needed.
The forces emphasise that misuse of the technology could divert resources from real incidents, urging users to engage responsibly.
This trial marks a UK-first in policing, showcasing how AI can enhance public services by improving accessibility and efficiency for non-emergency queries.
Image credit: iStock
