Bobbi AI Enhances Public Trust and Efficiency in Policing
Bobbi, the UK's first AI-powered virtual assistant for policing, offers a modern solution for non-emergency inquiries, streamlining access to vital information while ensuring human oversight for urgent matters.
Key Facts
- Bobbi handles 200 daily inquiries, resolving 45% without human help, enhancing efficiency.
- 4.6/5 public satisfaction shows strong community trust in AI, boosting police reputation.
- Identifying one high-harm offense daily highlights AI's role in proactive policing strategies.
- 3,200 operational hours saved annually indicates significant cost efficiency for police forces.
- Multilingual support expands access, revealing strategic shift towards inclusivity in policing.
Summary
Summary
In November 2025, Thames Valley Police and Hampshire & Isle of Wight Constabulary launched Bobbi, an AI-powered virtual assistant designed to enhance public access to non-emergency policing services. The implementation aimed to alleviate pressure on contact centers while providing a secure platform for routine inquiries. Within six months, Bobbi handled around 200 conversations daily, resolving approximately 45 percent of inquiries without human intervention.
Background
Thames Valley Police and Hampshire & Isle of Wight Constabulary are police forces in the UK. Before deploying Bobbi, these forces faced increasing demand on their contact centers, which struggled to efficiently manage non-emergency inquiries. The need for a digital solution became evident to improve public access to policing information.
Challenge
The primary challenge was to improve public access to non-emergency policing services while managing the growing demand on contact centers. The forces aimed to provide a digital self-service option for routine inquiries, enhance access to trusted information, reduce pressure on frontline teams, and ensure that complex cases reached officers quickly.
Solution
Bobbi was built on Salesforce’s Agentforce platform and trained exclusively on information from the two police forces. It was tested by over 200 individuals, including independent scrutiny panels and victim support organizations. The virtual assistant answers frequently asked questions, provides crime prevention advice, and directs users to appropriate online services. It is designed to complement existing services rather than replace human interaction, with safeguards in place.
Results
Six months post-launch, Bobbi became a key part of the public contact strategy, handling about 200 conversations daily and resolving around 45 percent of inquiries without human intervention. It has engaged individuals who might not have contacted the police otherwise, providing a discreet, 24-hour channel for inquiries. Bobbi has identified an average of one high-harm offense requiring immediate escalation daily, along with two cases of violence against women and girls. The virtual assistant achieved a public satisfaction rating of 4.6 out of 5, freed over 3,200 operational hours annually, and supported approximately 14,000 citizen contacts each year.
Key Insights
The deployment of Bobbi illustrates the potential of AI to enhance public service delivery in policing. Key takeaways include the importance of user testing, the need for a secure platform, and the value of AI in managing routine inquiries to allow human resources to focus on more complex cases.
Customer Testimonial
“This is where AI can be a game-changer in the services that protect our communities,” said Mike Lattanzio, chief digital & information officer at Thames Valley Police. “By using AI responsibly, we’re making services more accessible and giving officers and staff better tools to deliver timely, informed responses.”
Entities Mentioned
Companies
Products
Technologies
People
Organizations
Key Concepts
Definitions
- Bobbi
- An AI-powered virtual assistant developed for Thames Valley Police and Hampshire & Isle of Wight Constabulary to assist with non-emergency enquiries.
- agentic AI
- A type of artificial intelligence that acts on behalf of users to provide assistance and information.
- non-emergency enquiries
- Requests for information or assistance that do not require immediate police action or intervention.
- digital self-service
- An online system that allows users to access services and information without needing direct human interaction.
- public satisfaction rating
- A measure of how satisfied the public is with a service, often expressed on a scale.
Use Cases
- →Answering frequently asked questions
- →Providing crime prevention advice
- →Explaining policing processes
- →Directing users to appropriate online services
- →Identifying high-harm offences
- →Supporting diverse communities through multilingual assistance
Frequently Asked Questions
What is Bobbi?
Bobbi is an AI-powered virtual assistant created by Thames Valley Police and Hampshire & Isle of Wight Constabulary to help the public with non-emergency enquiries. It provides information and directs users to the right services.
How does Bobbi improve public access to policing?
Bobbi offers a digital self-service option for routine enquiries, allowing users to access trusted policing information without needing to call. This helps reduce pressure on contact centres and improves accessibility.
What are the main benefits of using Bobbi?
Bobbi has achieved a high public satisfaction rating and has freed up operational hours for police staff. It also helps identify urgent cases that need immediate attention, enhancing overall public safety.
Can Bobbi handle emergency situations?
No, Bobbi is designed specifically for non-emergency enquiries and cannot be used to report crimes or emergencies. Users needing urgent assistance are directed to existing emergency contact routes.
How is Bobbi evolving?
Thames Valley Police and Hampshire & Isle of Wight Constabulary plan to continue developing Bobbi as part of their digital transformation efforts. The aim is to enhance access to policing services and support contact centre teams.