Hampshire & Isle of Wight Constabulary and Thames Valley Police have become the first forces in the country to trial a pioneering new way to contact them – an AI assistant called Bobbi.
In the ground-breaking trial, Bobbie the AI Virtual Assistant has been created to answer frequently asked, non-emergency questions that come into the police. Bobbi will interact with you 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 online forms, telephone lines and front counters, for those who prefer to use a virtual assistant to ask questions and seek help or advice.
You cannot use the technology to report a crime or as an alternative to the emergency 999 line.
Bobbi has been tested by over 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 & 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 them in answering these questions.
Any data you share during your chat will remain confidential and will not be used outside of the 2 forces.
If Bobbi is unable to answer your question or if you specify that you want to speak to a person, your chat will be directed to a Digital Desk operator – who are all real people.
The 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.
Chief Superintendent Simon Dodds, Head of Contact Management for both forces, has 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.”
Probably be an improvement but the mind boggles
Oh good grief! It’s bad enough trying to get through to a real person, without some utterly useless AI irritant getting in the way. Meanwhile, the criminals go undetected.
A.I could replace many Government employees.
The NHS employ too many shirkers and so does the
Council.
The first thing I would do, even before lining numerous politicians up against the wall, would be to have all those shirking at home back in the office tomorrow or facing the sack.
What’s the difference? A real bored person or an AI robot telling you the same thing? ‘We can’t help with your problem, it’s not something we come out for’
You can’t reason with AI. Come to think of it, you can’t reason with a jobsworth either.