Humberside Police is one of the first forces in the country to trial a pioneering new way for the public to get in touch.
They have introduced an AI Virtual Assistant, known as Bobbi, which is designed to answer frequently asked, non-emergency questions that would normally come into the Force Control Rooms and get directed to a call handler.
Alongside existing online forms, telephone lines, and front counters, Bobbi offers an additional service, giving members of the public the ability to ask questions and seek advice 24/7.
Bobbi interacts like a human but is fully automated to provide guidance or point you in the right direction on a wide range of policing topics. All the information Bobbi uses has been provided by Humberside Police, as well as Thames Valley Police and Hampshire & Isle of Wight Constabulary, who are also trialling the system.
The advice Bobbi gives is based on the same information the call handlers use, but if Bobbi can’t answer your question, or if you ask to speak to a person, your chat will be transferred to one of the human operators.
Humberside Police is monitoring, evaluating, and analysing feedback to ensure the system works effectively.
Leading the initiative for Humberside Police, Assistant Chief Officer Chris Philpott said: “We are thrilled to introduce this innovative system into policing and proud to be among the first forces in the country to offer this service to our communities.
“By providing quick responses to commonly asked, non-emergency questions, this technology enhances our services by offering an additional way for members of the public to access help and advice anytime, anywhere.
“Since launching, Bobbi has successfully resolved 72.5% of queries, highlighting the positive impact this system is already having in reducing non-emergency demand on our call handlers and helping to keep them free to answer emergency calls.
“Bobbi remains a work in progress, and even after an extensive amount of analysis, review, and testing, our specialist teams will continue to monitor the system and resolve any emerging issues to ensure the service meets the needs of our communities.
“We are proud to bring this new service to our area and will continue to share updates as the system develops.”
