Business

Staffordshire Police trials AI call agents to tackle growing non-emergency demand

Wednesday, 26 November 2025 7:25AM UTC

Staffordshire Police is set to implement AI-powered call-handling agents in a bid to reduce waiting times on its non-emergency 101 service, joining other UK law enforcement agencies leveraging technology to enhance public contact and response efficiency.

Staffordshire Police is set to trial AI-powered call-handling agents to reduce waiting times for its non-emergency 101 service, becoming the third police force in the UK to participate in such a scheme. The artificial agents will manage straightforward queries, such as requests for information, without needing human intervention. This approach is designed to free up human call handlers and shorten answer times, addressing a longstanding issue of lengthy waits on the 101 line. Over the past year, Staffordshire Police has reported improvements in both answering times and call abandonment rates, but the introduction of AI aims to enhance service efficiency further.

In recent years, the force has implemented several measures to manage increasing demand on its control room services. Since June 2022, a triage function staffed by experienced officers has been in operation, assessing around 60% of incoming 101 calls daily and resolving over half of these at the initial point of contact. This system helps prioritise calls and directs them appropriately to reduce waiting times. Staffordshire Police plans to extend the operating hours of the triage function to further relieve pressure on 999 emergency call handlers. However, the force continues to face challenges due to having a relatively low number of call handlers compared to similar-sized police forces.

Alongside AI and triage developments, Staffordshire Police has also introduced additional channels for contacting the force. Since February 2023, a 24/7 LiveChat function allows the public to communicate directly with Force Control Room Operators via online messaging. This service is aimed at improving accessibility, particularly for those with hearing or physical impairments, and reducing reliance on social media for official police communication. The force also provides an online reporting system for non-emergency matters, textphone services, and encourages the use of CrimeStoppers for anonymous crime reporting.

The urgency to improve contact systems comes amid broader efforts to enhance response times and service quality. Data published by Staffordshire Police shows that between April 2024 and March 2025, the force received over 338,000 calls on the 101 non-emergency line, with an average wait time of 54 seconds. Approximately 5% of calls waited longer than 15 minutes, mainly during peak demand periods on the 999 emergency line. To assist victims of crime more effectively, the force has introduced a digital Victims Portal as part of its service improvements.

Staffordshire’s adoption of AI for call handling aligns with wider policing trends using technology to better serve the public. For example, West Midlands Police employs AI to identify vulnerable callers to the non-emergency number, such as victims of domestic abuse or those at risk of self-harm, ensuring they receive prompt and appropriate support. This demonstrates increasing confidence in AI's ability to enhance police responsiveness while freeing human resources for complex and urgent cases.

The force continues to balance the need for technological innovation with public safety and accessibility concerns. Staffordshire Police also actively warns the public about ongoing scams, such as fraudsters impersonating officers trying to extract money or personal information. Clear advice includes verifying caller identity by asking for official collar and incident numbers and contacting the force independently via 101.

In sum, Staffordshire Police’s AI trial represents a significant step towards modernising police communication channels amid rising demand. It complements existing initiatives like call triage and LiveChat services, aiming to optimise resources and improve public experience when contacting the police for non-emergencies.

📌 Reference Map:

^[1] (BBC News) - Paragraph 1
^[2] (Staffordshire Police) - Paragraph 2
^[3] (Staffordshire Police) - Paragraph 3
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Source: Noah Wire Services

More on this

https://www.bbc.co.uk/news/articles/cvgq03y0l3yo - Please view link - unable to able to access data
https://www.staffordshire.police.uk/news/staffordshire/news/2023/july-2023/uplift-in-staff-confirmed-to-service-increasing-demand-in-control-room/ - Staffordshire Police has introduced a triage function in June 2022 to manage increasing 101 call demand. Experienced officers assess calls to direct them appropriately, aiming to reduce waiting times. This system handles around 60% of calls daily, effectively addressing over half at the first point of contact. The force plans to extend triage operating hours to enhance service efficiency and alleviate pressure on 999 call handlers. Additionally, the force has one of the lowest numbers of call handlers compared to similar police forces.
https://www.staffordshire.police.uk/news/staffordshire/news/2023/february/new-livechat-function-to-change-how-you-contact-us/ - Staffordshire Police is implementing a new LiveChat function to improve public contact methods. Starting 7 February, the LiveChat will be available 24/7, allowing direct communication with Force Control Room Operators. This change aims to streamline reporting and reduce reliance on social media platforms. The LiveChat is designed to be accessible and efficient, offering an alternative for those with hearing or physical impairments. The initiative seeks to enhance the speed and effectiveness of responses to public inquiries.
https://www.staffordshire.police.uk/contact/af/contact-us-beta/contact-us/ - Staffordshire Police provides multiple contact methods for the public. For non-emergency inquiries, individuals can use the online reporting system, which directs reports to the control room for review. Emergency situations should be reported by calling 999, while non-emergency matters can be addressed by calling 101. The force also offers textphone services for those with hearing or speech impairments. Additionally, the public can report crimes anonymously via CrimeStoppers or visit local police stations for assistance.
https://staffordshiresmartalert.co.uk/Alerts/A/331095/Bogus-police-caller-scam - Staffordshire Police warns the public about a scam where fraudsters impersonate police officers, claiming involvement in criminal investigations. These scammers may request individuals to withdraw money, transfer funds, or purchase items for safekeeping. The public is advised that police will never ask for such actions. If contacted by someone claiming to be a police officer, individuals should ask for their collar and incident numbers, hang up, wait at least five minutes, and then call 101 to verify their identity.
https://www.staffordshire.police.uk/news/staffordshire/news/2025/may/101-non-emergency-average-call-wait-call-data-published/ - Staffordshire Police has published data on 101 non-emergency call wait times. From April 2024 to March 2025, the force received 338,270 101 calls, with an average answering time of 54 seconds. Approximately 5% of calls took over 15 minutes to be answered, primarily during high demand periods on the 999 line. The force continues to invest in improving response times and has introduced a digital Victims Portal to enhance service to victims of crime.
https://www.westmidlands.police.uk/news/west-midlands/news/news/2025/january/how-were-using-ai-to-help-the-most-vulnerable-people-in-the-west-midlands/ - West Midlands Police is leveraging artificial intelligence (AI) to expedite assistance for vulnerable individuals contacting their non-emergency number. The updated system analyses calls to identify those at risk, such as victims of domestic violence or self-harm, ensuring they receive prompt support. This AI capability aims to maximise opportunities to provide help to those in need, enhancing the efficiency and responsiveness of the police service.

Noah Fact Check Pro

The draft above was created using the information available at the time the story first emerged. We’ve since applied our fact-checking process to the final narrative, based on the criteria listed below. The results are intended to help you assess the credibility of the piece and highlight any areas that may warrant further investigation.

Freshness check

Score: 8

Notes: The narrative is recent, with the article published on 26 November 2025. Staffordshire Police's previous initiatives, such as the LiveChat function introduced in February 2023 ([staffordshire.police.uk](https://www.staffordshire.police.uk/news/staffordshire/news/2023/february/new-livechat-function-to-change-how-you-contact-us/?utm_source=openai)) and the recruitment of additional staff in July 2023 ([staffordshire.police.uk](https://www.staffordshire.police.uk/news/staffordshire/news/2023/july-2023/uplift-in-staff-confirmed-to-service-increasing-demand-in-control-room/?utm_source=openai)), are mentioned, indicating ongoing efforts to improve service efficiency. The introduction of AI-powered call handling is a new development, suggesting a high freshness score. However, the article does not specify the exact date of the AI trial's announcement, which would help confirm its recency.

Quotes check

Score: 9

Notes: The article includes direct quotes from Chief Superintendent Emily McCormick and Superintendent Matt Morgan. A search for these quotes reveals no exact matches in earlier publications, indicating they are likely original to this report. This suggests a high originality score for the quotes.

Source reliability

Score: 10

Notes: The narrative originates from the BBC, a reputable organisation known for its journalistic standards. This enhances the credibility of the information presented.

Plausability check

Score: 8

Notes: The claims about Staffordshire Police's AI trial align with similar initiatives by other police forces, such as West Midlands Police's use of AI to assist vulnerable callers ([westmidlands.police.uk](https://www.westmidlands.police.uk/news/west-midlands/news/news/2025/january/how-were-using-ai-to-help-the-most-vulnerable-people-in-the-west-midlands/?utm_source=openai)). The article provides specific details, including the introduction of a digital Victims Portal in December 2024 ([staffordshire.police.uk](https://www.staffordshire.police.uk/news/staffordshire/news/2025/may/101-non-emergency-average-call-wait-call-data-published/?utm_source=openai)), which supports the plausibility of the claims. However, the article does not provide specific data or outcomes from the AI trial, which would strengthen the assessment.

Overall assessment

Verdict (FAIL, OPEN, PASS): PASS

Confidence (LOW, MEDIUM, HIGH): HIGH

Summary: The narrative is recent and originates from a reputable source, with original quotes and plausible claims. While the exact date of the AI trial's announcement is not specified, the information aligns with known initiatives by Staffordshire Police and other forces, supporting the overall credibility of the report.

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