Police introduce AI Virtual Assistant for non-emergency questions
26/11/2025
Human operators will still deal with emergencies and complex, sensitive issues
Thames Valley Police have introduced an AI Virtual Assistant, known as Bobbi, to answer frequently asked, non-emergency questions.
Along with the Hampshire & Isle of Wight Constabulary, they have become the first forces in the country to trial the new way of contacting them.
The technology can’t be used to report a crime, or as an alternative to the emergency 999 line.
Bobbi has been tested by over 200 people during its development, including by representatives from victim care groups and independent scrutiny panel members.
If Bobbi is unable to answer a question – or the user says they want to speak to a real person – the chat will be directed to one of the force’s human Digital Desk operators.
Chief Superintendent Simon Dodds, Head of Contact Management said: “Locally and nationally, contact into the police increases year-on-year, online and over the phone, and it is important that the valuable skillset of our Call Handlers and Digital Desk Operators is spent on emergencies and complex, sensitive issues.
“Empathy, common sense and that intangible gut instinct are some of the many human skills that need to guide our interactions with the public, particularly in their time of need.
“By providing quick responses to commonly asked, non-emergency questions, Bobbi will enhance our service to our communities, ensuring that every member of the public can get the help they need, whenever they need it.
“Bobbi will always remain as a work in progress so whilst we are launching the technology today after an intense building and testing period, our experienced staff will continue to train it to fix any bugs, remain up-to-date with legislation and policies and evolve the technology in line with the needs of our communities.”
Published: by the Banbury FM News Team
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