Force using AI to help the most vulnerable callers
West Midlands Police (WMP) is using the latest artificial intelligence (AI) technology to fast-track the most vulnerable people who call its non-emergency number asking for help.
The force said it has updated its technology to unlock the power of AI to make sure vulnerable callers using the 101 system are immediately put through to well trained and experienced staff.
All non-emergency calls are now analysed and those at risk of domestic violence or of harming themselves, or reports of missing children, are helped more quickly as a result of the new system.
“This is unique capability and designed to maximise the opportunity to provide help and support to those who need it most,” said WMP.
As well as identifying vulnerable people needing support, the system messages investigators with requests for updates from victims once the crime number and other personal details have been verified.
It gives advice about lost and found property, transfers calls to custody and signposts people to organisations responsible for things such as abandoned cars or noise nuisance
It also allows people to switch to our website to make online crime reports – a channel many people prefer.
Each year, WMP’s Force Contact answer 750,000 999 calls and 730,000 101 calls. They also receive 80,000 web chats and online reports.
They are able to resolve around 70 per cent of queries at the first point of contact, allowing officers to focus on investigating crimes and supporting victims.
Latest data in December shows WMP answered 96.7 per cent of its 58,000 999 calls in less than ten seconds with an average answer time of 5.8 seconds and 99 per cent of its 55,000 101 calls in an average of about eight seconds
Assistant Chief Constable Matt Welsted, responsible for WMP’s Force Contact, said: “Our figures show we are on the right track when it comes to delivering the best service possible to the public. Using AI technology is helping us to further improve how we answer and deal with calls round the clock.”
Head of Force Contact, Chief Superintendent Ian Parnell, added: “Alongside our fantastic staff who answer calls for service, we have invested in cutting edge technology, better understanding the purpose of 101 calls and signposting callers to the right solution to meet their need. This ensures we provide an outstanding service to people even during the busiest periods.”