Police set to use AI system in move to cut 101 waiting times

STAFFS FORCE THIRD IN COUNTRY TO USE AI 'AGENTS' IN CONTACT CENTRE

- By PHIL CORRIGAN

STAFFORDSHIRE Police will deploy an AI system in its contact centre in a bid to cut call waiting times.

The force is set to become the third in the country to take part in a pilot scheme trialling the use of artificial intelligence 'agents' for non-emergency contacts.

Under this system, the AI agent would deal with simple queries such as requests for information without the need for human involvement, freeing up call handlers and reducing answering times.

Staffordshire Police has previously been plagued with lengthy waits on its non-emergency 101 service, although answering times and abandonment rates have both improved over the last 12 months.

Police, fire and crime commissioner, Ben Adams, quizzed senior officers about the use of technology to further improve contact centre performance.

During the police public performance meeting, acting chief constable Becky Riggs, below, confirmed that the force would be looking to launch the AI pilot early in the new year.