British police are implementing a new artificial intelligence system to screen non-emergency calls to the 101 service, aiming to reduce the volume of misdirected inquiries and improve efficiency.
The AI tool, developed by the Home Office and National Police Chiefs' Council with delivery partner Vodafone Business, analyzes the reason for a caller's inquiry. If the call is for a non-police matter, the system offers to redirect the caller to the appropriate agency. If the caller agrees, they are transferred; otherwise, the call is still passed to a police handler if the AI is uncertain.
Crime and Policing Minister Sarah Jones stated that AI is already assisting in catching criminals and speeding up investigations. "Now, it will help bring control rooms into the 21st century, freeing up time and unlocking millions of pounds," Jones said. "Forces can reinvest those savings into tackling the crime on our streets."
The 101 non-emergency line receives approximately 20 million calls annually. A significant portion of these calls are for organizations outside of policing, such as NHS 111, or are considered misplaced.
Examples of unusual calls reported include requests for police to provide a lift, discussions about electricity costs, inquiries about pension pots, and reporting lost items like umbrellas or Oyster cards. Other misdirected calls involved complaints about pizza delivery times, slow service at pubs, and questions about childcare during school closures.
"Police call handlers are wasting hours fielding calls meant for other organisations," Jones noted. "Every minute spent on these calls is time taken away from helping people who genuinely need their support."
A/Deputy Chief Constable Stuart Hooper, National Police Chiefs' Council Lead for Contact Operations, described the AI system as an innovation that addresses a long-standing challenge. "By reducing unnecessary call handling, this system marks a major step forward in modernising how the public interacts with policing – making services more efficient, responsive, and easier to navigate," Hooper said.
Nick Gliddon, Business Director at Vodafone, added that the system helps direct callers to the right service, reducing unnecessary demand and allowing police to focus resources. "This is a practical example of how technology can support public services, making it easier for people to get the help they need while helping to protect valuable police resources," Gliddon stated.
Calls appropriate for the 101 service include reporting crimes that have already occurred, providing intelligence on criminal activity, reporting missing persons not in immediate danger, seeking updates on previous reports, non-urgent inquiries about local policing or home security, and reporting minor traffic collisions without injuries.