UK police forces are piloting an artificial intelligence chatbot, dubbed “Bobbi,” to streamline responses to routine inquiries and alleviate pressure on human call handlers. This marks the first deployment of such technology within British policing.
What Bobbi Does — and Doesn’t Do
Bobbi is designed to answer frequently asked questions online, acting as a digital front-line for non-urgent requests. It will not investigate crimes or replace police officers. Instead, the system is built to handle common inquiries, freeing up human operators for more critical emergencies and complex cases.
The chatbot operates under the same guidelines as human call handlers and can offer advice based on official police protocols. If Bobbi cannot resolve a user’s query, or if the user requests to speak with a person, the conversation is seamlessly transferred to a live digital desk operator.
Why This Matters: Rising Demand, Limited Resources
The rollout of Bobbi comes as police forces across the UK grapple with increasing contact volumes. Demand for police services has been steadily rising, straining resources and impacting response times. By automating responses to simple inquiries, forces hope to improve efficiency and ensure that skilled personnel are available when truly needed.
Chief Superintendent Simon Dodds emphasized this point, stating the need to “free up skilled staff for emergencies and complex cases.” The underlying trend here is clear: police are under pressure, and AI offers one potential solution to manage the workload.
Testing and Rollout
Before launch, Bobbi underwent testing by over 200 individuals, including representatives from victim support organizations and independent oversight panels. The chatbot is currently being trialed by Thames Valley Police and the Hampshire & Isle of Wight Constabulary in the South of England.
The Human Element Remains
The forces are careful to highlight that Bobbi is a tool to enhance, not replace, human interaction. According to Superintendent Dodds, empathy, judgment, and intuition remain critical in policing. Bobbi is designed to augment, not supplant, those uniquely human skills.
“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.”
The deployment of Bobbi represents a cautious but significant step towards integrating AI into UK policing, with the goal of improving efficiency while preserving the essential role of human officers.
