Forces first in the UK to trial new AI virtual assistant

In the ground-breaking trial, an AI virtual assistant, known as Bobbi, has been created to answer frequently asked, non-emergency questions that come in to the police. Bobbi will interact like a human, but is entirely automated.

This is the first time this technology has been used in policing in the UK and offers an additional service, alongside our online forms, telephone lines and front counters, for those who prefer to use a virtual assistant to ask questions and seek help or advice. The technology cannot be used to report a crime or as an alternative to the emergency 999 line.

Bobbi has been tested by more than 200 people during its development, including by representatives from victim care groups and independent scrutiny panel members.

Bobbi uses closed-source information to provide advice or point you in the right direction for a variety of police-related topics. Closed-source means that all the information Bobbi uses has been provided by Hampshire and Isle of Wight Constabulary and Thames Valley Police.

The information used by the AI virtual assistant to make suggestions and recommendations, is the same information referenced by call handlers and digital desk operators to support answering these questions.

Any data shared during a chat will remain confidential and will not be used outside of the forces.

If Bobbi is unable to answer a question or if it is specifed that a person wants to speak to someone, the chat will be directed to one of the digital desk operators – who are all real people.

Digital desk operators work 24/7 and receive all crime reports submitted online, support with monitoring social media accounts and will now pick up any chats that cannot be answered via Bobbi.

The forces stressed that any misuse of the technology will draw digital desk operators away from dealing with real incidents and issues.

Chief Superintendent Simon Dodds, head of Contact Management for both forces said: “This is a really exciting time for us as we trial this technology in policing.

“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