South Yorkshire Police among forces using AI on its 101 service to screen 'ridiculous calls'

Credit: PA

Police forces will implement a new system using artificial intelligence software for non-emergency calls on its 101 service.

South Yorkshire Police started to use the new software from 10am on Tuesday 18 August.

The force says the 'Natural Language Processing software' will help them to cut waiting times and allow them to stop wasting time on what it calls 'ridiculous calls'.

In a statement on its website, South Yorkshire Police said: "Nationally, the police’s non-emergency line receives 20 million calls each year. Around 20% – four million – of these are for non-policing organisations such as local councils, NHS 111 or the 105 power outage helpline.

"However, the line also receives ridiculous calls reporting issues such as delayed pizza deliveries, slow pub service and requests for a lift, wasting vital time that police should be spending tackling crime."

The Home Office gave other examples of nuisance calls that it is hoping to cut out. In one instance on 28 July, a caller asked Humberside Police to pick them up because they needed a lift.

In another on 27 July, someone called Nottinghamshire Police to report a lost umbrella.

Developed by the Home Office, National Police Chiefs’ Council and Vodafone, the AI model will 'match why someone is calling 101 to a set of likely reasons' and aims to redirect issues not deemed to relate to the police to the suitable agency.

South Yorkshire Police say the software has been through rigorous Home Office testing to allay worries that callers' accents or phrasing may inadvertently mean that their calls are misdirected.

Crime and Policing Minister, Sarah Jones, said: "Police call handlers are wasting hours fielding calls meant for other organisations. Every minute spent on these calls is time taken away from helping people who genuinely need their support.

"AI is already helping police catch dangerous criminals and speed up investigations. Now, it will help bring control rooms into the 21st century, freeing up time and unlocking millions of pounds."

The Home Office say it estimates that the new system will "save policing up to £8.5 million each year, releasing funds for local forces to invest in their most pressing priorities".

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