New AI software is set to slash waiting times for reporting less serious incidents to the police, helping to unclog the 101 service amid huge levels of misdirected, nuisance and prank calls, the Government has announced.
The police’s non-emergency 101 line receives 20m calls a year. Around 20% - or 4m - of these would be better served by non-policing organisations such as local councils, NHS 111 or the 105 power outage helpline.
However, the line also receives ridiculous reports on issues from delayed pizza delivery to slow pub service and requests for a lift, wasting vital time that police should be spending tackling crime.
Backed by a £1.4m government investment, the new system will get the public to the right organisation faster, while freeing up call handlers to respond to crime reports, safeguarding concerns and victims more quickly.
It’s estimated the new system will save policing up to £8.5m each year, releasing funds for local forces to invest in their most pressing priorities such as retail crime and burglaries.
Crime & Policing Minister, Sarah Jones (left), said: “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.
“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 system has been developed by the Home Office and National Police Chiefs’ Council, with delivery partner Vodafone Business. It uses an AI model to match why someone is calling 101 to a set of likely reasons, then redirects non-police issues to the correct agency before the caller enters a queue.
Wait times
At present, these calls are only identified after someone has spoken to a handler, wasting the caller’s time and increasing wait times for people who need police assistance.
During pilots in 15 police forces, the new scheme successfully diverted non-police issues including damage-only road traffic incidents, fly tipping and noise complaints to the right agencies.
There are strong safeguards in place to ensure that no one in need of police assistance is ever accidently diverted. Callers are told how the system has understood their reason for calling and must accept or reject this.
Where the reason for calling falls into a broad category, additional safeguarding questions are asked. If the system is in any doubt, the call is passed directly to the police without delay. Callers will always be able to speak to a handler if they wish.
The use of the system may vary by force, depending on what telephone menu services they already have in place, and the current 999 system has not changed.
National Police Chiefs’ Council Lead for Contact Operations, Deputy Chief Constable Stuart Hooper, said: “This innovation addresses a long-standing challenge in public contact by using AI to triage and redirect non-police calls. It’ll help forces manage demand more effectively, freeing up call handlers to focus on those who genuinely need police support.”
Triage system
As part of its landmark police reform initiatives, the government is investing a record £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.
John Hayward-Cripps (right), CEO of the Neighbourhood Watch Network, said: “Neighbourhood Watch volunteers and supporters have long fed back on the delays and poor service from the overloaded 101 service reported to them from local members of the public.
“This new AI call-routing system is a practical step towards a faster, smarter and more responsive 101 service. By directing non-policing calls to the right organisation at the start, it will help reduce waiting times for the public, protect vital police resources, and ensure officers and call handlers can focus on tackling crime, safeguarding vulnerable people and supporting victims.”
Finally, Al Murray, interim director at PoliceAI, said: “Every minute spent dealing with a misdirected call is a minute that could be spent helping a victim or responding to a crime. This initiative shows how AI can better redirect non-police related calls from the system, get the public to the right service faster and free police officers to focus on the work only they can do.
“At a time when policing is facing growing demand, that matters more than ever. It’s a powerful example of how technology can improve the public’s experience, strengthen support for victims and make better use of valuable police time.”
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