AI Technology Set to Reduce 101 Waiting Times

New artificial intelligence (AI) technology is set to be introduced to the police 101 non-emergency service, helping callers reach the right organisation more quickly and freeing up police resources.

The 101 service receives around 20 million calls each year, but the government estimates that approximately one in five calls – around four million – are actually intended for other organisations, such as local councils, NHS 111 or the 105 power cut service.

Backed by £1.4 million of government investment, the new AI call-routing system will identify why someone is calling and, where appropriate, direct non-police enquiries to the correct service before the caller enters the police call-handling queue. The government estimates the technology could save policing up to £8.5 million each year.

The system has already been piloted across 15 police forces, successfully redirecting issues such as fly-tipping, noise complaints and damage-only road traffic incidents. Safeguards mean callers can confirm whether the system has correctly understood their enquiry, and anyone who needs police assistance can still speak to a call handler. The 999 emergency service is not changing.

The initiative forms part of wider plans to modernise police contact services using technology and AI.

Find out more: Read the full announcement on GOV.UK