Staffordshire Police to trial AI agents on 101 calls to speed up non-emergency responses

Staffordshire Police plans to trial AI agents on non-emergency 101 calls to speed up responses, joining other forces in testing automation while preserving safety and guiding future policing channels.

Staffordshire Police will test an AI-powered agent on the non-emergency 101 line to speed up responses for simple inquiries. The move makes the force the third in the country to run this pilot using automated agents to handle routine requests.

How the AI agents will operate

The system, known as Agentforce, would handle straightforward information requests without burying staff in routine calls, freeing up human operators for more complex work. It will triage calls and escalate to a human if it detects vulnerability, risk, or an emergency.

Performance and rollout

Commissioners and police leaders note that 101 wait times have improved, though issues remain. Staffordshire currently handles 101 calls in about 3.3 minutes on average, down from 7.1 minutes in the previous year. Abandonment dropped from 29.2% to 18.7%.

After triage, those requiring specialist attention face a median wait of about 8.75 minutes. About 8% of callers still experience waits of more than an hour, prompting the force to follow up with apologies and gather feedback to bolster public trust.

Oversight and timeline

During a police public performance meeting, commissioner Ben Adams pressed senior officers on leveraging technology to boost contact-centre performance. Acting Chief Constable Becky Riggs confirmed the AI pilot will launch in the early part of next year, noting Thames Valley Police have already gone live with a similar pilot and reported positive early results.

Operational safeguards

Assistant Chief Officer for Resources John Bloomer stressed that AI will be restricted to non-emergency contacts and could direct callers to other agencies for matters outside policing. The initiative is designed to augment, not replace, human judgement.

Next steps

Officials emphasise ongoing monitoring and review as the pilot unfolds to ensure safety, effectiveness, and public confidence.

Key Takeaways

AI powered agents will handle non-emergency 101 inquiries to speed up responses
Performance metrics show improvements in wait times and lower abandonment
Humans remain in control for vulnerable individuals and emergencies
The program aligns with a national move, with initial positive feedback from peers

Expert comment

Expert comment: A technology analyst says AI triage can reduce pressure on call-centre staff while preserving safety, but thorough testing and safeguards are critical.

Summary

The Staffordshire trial seeks to streamline 101 contacts by routing simple queries to AI while preserving human oversight for sensitive cases. Early results suggest faster responses and fewer dropped calls, but some waiting times persist. Authorities will continue to monitor performance as the pilot expands.