Could AI support help Stone residents get faster answers on the 101 line. Senior officers say the pilot will handle basic information requests before passing on anything urgent.
Staffordshire Police will test a new AI system in the new year, aiming to bring down waiting times on the non emergency 101 line. The force has struggled with long delays in the past, though performance has improved over recent months.
New technology at the contact centre
Senior officers told the latest police public performance meeting that Staffordshire is one of three forces taking part in the pilot. The system, known as Agentforce, is designed to deal with simple requests for information, which would free up call handlers for more complex situations.
Acting Chief Constable Becky Riggs said the technology is intended to give people faster access to basic information without replacing human oversight.
She said, “We are seeking to bring in some AI in a pilot scheme. Nationally there are three forces that are going to pilot this, and we are one of those three.”
She added, “Sometimes members of the public are calling not necessarily to report a crime, they just want some further information, and they will be able to access some of that information immediately through this type of technology.”
In her comments, she also stressed that any sign of risk or vulnerability would trigger an immediate handover to a member of staff. Thames Valley Police has already launched its own version of the pilot and is reporting encouraging results.
A focus on non emergency queries
Assistant chief officer for resources John Bloomer said the AI tool will only be used for non emergency contacts. The hope is that people who prefer speaking to a call handler will find it even easier to get through.
He said the system may also help direct callers to other organisations if their query relates to a broader issue rather than policing.
Current performance and concerns
Average answering times for 101 calls have fallen from 7.1 minutes to 3.3 minutes over the last year, with abandonment rates also dropping. Even so, a number of callers still wait more than an hour. Police, fire and crime commissioner Ben Adams said these long delays remain a concern.
He said, “We have been referring to them as outliers because 92 per cent are not experiencing that.”
The force has begun calling back people who endured very long waits, to apologise and to follow up on their reasons for contacting the service. According to Ms Riggs, those conversations have helped gather useful intelligence and improve confidence.
The pilot is expected to begin early next year.
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