UK Police Trial AI Chatbot Bobbi to Ease Non-Emergency Call Load

Thames Valley Police and the Hampshire and Isle of Wight Constabulary pilot Bobbi, an AI virtual assistant, to handle routine non-emergency questions and ease pressure on call handlers.

Introduction

Two southern police forces are trialling Bobbi, an AI chatbot designed to answer common non-emergency questions and support overwhelmed call handlers. Thames Valley Police and the Hampshire & Isle of Wight Constabulary say this marks a first for using artificial intelligence in frontline policing in the UK.

Thames Valley Police An image of the Thames Valley Police website which features a pop-up chat window. The window is titled

Bobbi will operate alongside existing telephone lines, online forms and front counters, offering a complementary route for residents seeking information.

The pilot has undergone testing with more than 200 participants, including representatives from victim care groups, to ensure accuracy and sensitivity to user needs.

Chief Superintendent Simon Dodds has short light brown hair. He is wearing police uniform and is sat at a desk.

How Bobbi Works

Bobbi is trained on the same information that call handlers and the digital desk use when guiding residents. The aim is to deliver quick responses to routine questions while keeping the option to connect people with a human officer or staff member if needed.

If Bobbi cannot answer a query or if a caller requests human assistance, the conversation is redirected to a police team member for follow-up.

Staff and Community Input

The forces emphasise that Bobbi is not a replacement for staff. It is intended to handle high-volume, simple inquiries and free up officers and call handlers to prioritise urgent cases and online demand more effectively.

What the Police Say

Chief Superintendent Simon Dodds said the technology will help deliver faster replies to common questions and improve overall service to the public. He noted that Bobbi will be refined over time, with ongoing training to fix bugs, stay aligned with legislation and policies, and evolve with community needs.

What Happens Next

The forces will continue to monitor Bobbi’s performance, updating its knowledge base and ensuring robust escalation procedures are in place for complex or sensitive issues.

Key Takeaways

Two English police forces are testing Bobbi, an AI chatbot, to answer routine non-emergency questions.
The tool operates alongside existing channels to reduce pressure on 999 calls and online demand.
Bobbi is designed to escalate to a human staff member if needed, ensuring safety and accuracy.
Training and policy updates will continue as the system learns from real-world use and feedback.

Expert Comment

Expert note: AI chatbots can streamline access to information and speed up responses, but sustained success depends on clear escalation paths and ongoing human oversight.

Summary

The Bobbi pilot represents a measured step in using AI to support policing by handling routine inquiries and directing more complex cases to staff. If successful, it could improve accessibility for the public while helping frontline teams prioritise critical work. Ongoing training and policy alignment will be essential to keep the system accurate and trustworthy.