Artificial intelligence software is set to be deployed to help clear the police 101 service by filtering out misdirected and nuisance calls.
According to the Home Office, the non-emergency line receives ridiculous reports regarding issues from delayed pizza delivery to requests for a lift. Around 20 per cent of its 20 million annual calls are meant for non-policing organisations such as local councils.
The new system will use AI to match the reason for a call to a set of likely options, automatically redirecting non-police issues to the correct agency before the caller enters a queue.
Ministers hope the initiative will save policing up to £8.5 million each year.
The Home Office stated that robust safeguards are in place to ensure no-one in need of police help is accidentally diverted.
Examples of unnecessary calls made to 101 include:
- A caller wanting Humberside Police to pick them up because they needed a lift.
- Someone wanting to talk to the Metropolitan Police about changing electricity provider.
- A person seeking advice from Greater Manchester Police on whether a pension pot is tax-free from age 55.
- People looking to report a lost umbrella to Nottinghamshire Police.
- A caller reporting that their pizza was taking longer to be delivered than expected.
- A person complaining about slow service at a pub.
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.
“Forces can reinvest those savings into tackling the crime on our streets.”