AI to redirect nuisance 101 police calls

AI software is set to be deployed on the police 101 non-emergency line to filter out misdirected and nuisance calls before they reach call handlers. The Home Office said the service receives reports about issues including delayed pizza deliveries, requests for lifts, lost property and slow service at a pub.

Around 20 per cent of its 20 million annual calls are intended for organisations other than police, including local councils. The new system will match a caller’s reason for contacting 101 with a set of likely options, then automatically redirect non-police matters to the appropriate agency before the caller enters a queue.

Ministers hope the initiative will save policing up to £8.5 million each year, with savings available to reinvest in tackling crime. The Home Office said safeguards will be in place to prevent people who need police help from being diverted by mistake.

Crime and policing minister Sarah Jones said police call handlers are losing hours to calls meant for other organisations. She said AI is already helping police catch dangerous criminals and speed up investigations, and will now help bring control rooms into the 21st century.