Virtual assistant helps nearly 800 vulnerable callers in West Midlands
A new virtual phone answering assistant has prioritised nearly 800 vulnerable callers and answered 17,000 calls during a two-month trial in the West Midlands.
Victims of domestic violence, those at risk of suicide and people reporting missing children were all helped more quickly as a result of the new artificial intelligence (AI) system, nicknamed ‘Andi-Esra’.
Calls answered by the AI system that were deemed to be ‘time sensitive’ were diverted to West Midlands Police call handlers so they could be dealt with quickly.
West Midlands police and crime commissioner Simon Foster said while some of the public’s 101 calls might previously have been abandoned if a human had not picked up the call straight away, the AI assistant meant “thousands of calls were dealt with swiftly, potentially saving lives and preventing harm”.
“I’m pleased to see that technology is being used by West Midlands Police to support its efforts in helping to keep people in our region safe,” said Mr Foster.
“AI shouldn’t replace human contact with members of the public, but if it can help in the way that it has during this trial then that is to be welcomed.
“AI helps us use our mobile phones more easily, bank safely, heat our homes and commute to work. If it can do all that, then it is right that West Midlands Police use it to help keep people safe.”