Merseyside Police Deploys AI Chatbot to Handle Non-Emergency Calls

Merseyside Police has become the first force in England's North West region to deploy an AI-powered chatbot designed to handle non-emergency inquiries from the public. The virtual assistant, named Bobbi, went live on the force's website as part of an effort to reduce the volume of routine calls reaching human operators.

According to Superintendent Tony Fairhurst, approximately 20% of the 2,000 daily calls received by Merseyside Police involve matters that do not require a trained policing operator. The chatbot is intended to address this segment, providing guidance and connecting users to appropriate services while preserving officer capacity for genuine emergencies.

How the System Works

When a member of the public accesses Bobbi through the force's website, the system first asks whether the situation constitutes an emergency. If the answer is yes, users are instructed to call 999 immediately. For non-urgent matters, the chatbot collects basic information including name, email address, and phone number before prompting the user to describe their issue.

The AI then processes the inquiry and either provides relevant information directly or routes the matter to the appropriate service. Fairhurst emphasized that the chatbot is designed to recognize when a situation escalates and will prompt users to contact emergency services if necessary.

Safety and Language Capabilities

Addressing potential concerns about data security, Fairhurst stated that information entered into the chatbot receives the same level of protection as other police systems. He also noted that providing personal details is optional for users.

The technology has been trained to interpret emotional cues in text, including signs of agitation or distress. When the system detects heightened concern, it can escalate the conversation to a human digital operator. The chatbot also accommodates spelling and grammar variations and supports multiple languages beyond English.

Why It Matters

Law enforcement agencies worldwide face mounting pressure to do more with constrained resources. By automating the intake of routine inquiries—lost property reports, general information requests, and similar matters—police forces can redirect human attention to cases requiring judgment, empathy, or immediate action. The success or failure of Merseyside's deployment will likely influence whether other UK forces adopt similar systems, making this an important test case for AI in public safety operations.

Existing Services Remain Available

Fairhurst stressed that the chatbot does not replace the non-emergency 101 phone line or any existing contact methods. Contact resolution officers continue to handle calls daily, and the AI assistant serves as an additional channel for those comfortable with digital interaction. The goal is to provide faster responses for straightforward queries while ensuring human operators remain available when needed.

These details were first reported by BBC News.