Innovative AI Virtual Assistant Rolled Out by Hampshire and Isle of Wight Police

Hampshire and Thames Valley Police have jointly introduced a new AI virtual assistant named Bobbi, designed to support the public with non-emergency enquiries. Bobbi is programmed to interact in a natural, conversational manner, offering a digital alternative for those who prefer seeking help online rather than by telephone, at front counters or through standard web forms.

This marks the first deployment of this type of technology within UK policing. While the assistant can offer guidance, signposting and general information on a range of policing topics, it cannot be used to report crimes and must not be considered a substitute for the 999 emergency line.

The system has undergone extensive testing during its development phase, with more than 200 participants, including representatives from victim care organisations and independent scrutiny panels, providing feedback. Bobbi draws on the same information used by Call Handlers and Digital Desk Operators, ensuring that the advice it gives is consistent, accurate and based on official police guidance. All information remains confidential.

If the AI cannot answer a query or if a user specifically asks to speak with a person, the conversation is transferred seamlessly to a Digital Desk operator for human assistance.

Chief Superintendent Simon Dodds, Head of Contact Management for both forces, said: “This is a really exciting time for us as we trial this technology in policing.

“Locally and nationally, contact with the police increases year-on-year, online and over the phone, and the valuable skillset of our Call Handlers and Digital Desk Operators must be spent on emergencies and complex, sensitive issues.

“Empathy, common sense and that intangible gut instinct are some of the many human skills that need to guide our interactions with the public, particularly in their time of need.

“By providing quick responses to commonly asked, non-emergency questions, Bobbi will enhance our service to our communities, ensuring that every member of the public can get the help they need, whenever they need it.

“Bobbi will always remain as a work in progress, so whilst we are launching the technology today after an intense building and testing period, our experienced staff will continue to train it to fix any bugs, remain up-to-date with legislation and policies and evolve the technology in line with the needs of our communities.”