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In 2022, West Midlands Police faced several challenges, including delayed emergency calls, 101 wait times of up to 25 minutes, and 63% of non-emergency calls being abandoned. Public frustration grew, and His Majesty’s Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS) placed the force under the ‘engage’ process, a form of intensive monitoring for underperforming forces.
Fast forward to today, and the force has made a dramatic turnaround. It now answers 101 calls in 10 seconds, with abandonment rates below one percent. This transformation wasn’t just about technology, it started with getting the basics right. But artificial intelligence (AI) has proved to be a potential game-changer, Assistant Chief Constable, Matt Welsted explains more.
Fixing the fundamentals
The problems highlighted by HMCFRS weren’t new. West Midlands Police had been struggling with call handling long before the official report. When Chief Constable Craig Guildford took charge in December 2022, and the leadership team – including Assistant Chief Constable, Matt Welsted – was restructured, call handling became a top priority.
“Answering the phones is the start of almost everybody’s journey in policing. If we don’t get that right, we fail at the first hurdle.”
Matt Welsted, Assistant Chief Constable, West Midlands Police.
The force consolidated its five contact centres into one, put all call staff in uniform, changed recruitment and training processes and refocused the service around three simple priorities: answer the phone, get officers to the scene and investigate crime properly. By removing roles that didn’t directly service the public and restructuring resources, West Midlands Police increased the number of call takers, creating a service-first culture that boosted morale and efficiency.
“We removed all of the barriers. Some of that is technology, but a lot of it was just about prioritising the job and helping staff believe they could provide a good service.”
These operational changes laid the foundation for AI-driven improvements.
AI that listens and acts
Developed with Amazon Web Services and tech firm TTech Digital, AI assistant ‘Andi-Esra’ has transformed how non-emergency calls are handled. The system understands natural speech, triages calls in real time, and directs them accordingly. For urgent cases, the AI detects keywords linked to vulnerability, immediately flagging the call for priority handling and cutting response times for those who need it most.
For callers checking on existing cases, they can provide their crime reference number and date of birth, and if verified, leave a message for the investigating officer without waiting in a queue. Additionally, Andi-Esra answers simple 101 queries directly, both via speech and text message, freeing up call handlers for more complex cases.
Unlike traditional call-routing systems that rely on clunky “Press 1 for this, Press 2 for that” menus, Andi-Esra allows callers to explain their issue naturally. It recognises different accents and, if it struggles to understand, automatically transfers the caller to a human.
Beyond handling calls, the system generates real-time reports on caller trends. For the first time, West Midlands Police has live insights into why people are calling, allowing them to better allocate resources.
“Before, we had no idea what people were ringing us about until we manually reviewed calls. Now, we can match staff to the demand – whether that’s putting more missing persons specialists on shift on a Monday or adjusting call handling priorities based on live data.”
Giving officers time back
With Andi-Esra handling over 60,000 non-emergency calls a month, call takers can focus on complex cases, and officers spend less time on admin. The force now answers 101 calls in 10 seconds, faster than some forces handle 999 calls.
These efficiencies have had a direct impact on frontline policing. Call handlers now have more capacity to spend time with callers, ensuring those in need receive the right support. Supervisors can reallocate personnel based on real-time demand, ensuring resources go where they are needed most.
“This isn’t just about answering calls – it’s about rethinking how we use our people. AI frees up our call handlers to provide a better service to the public.”
Addressing ethical concerns
The adoption of AI has raised ethical questions. Some worried that using AI to triage calls could feel impersonal or that it might eventually replace human call handlers. West Midlands Police took the proposal to its ethics panel for review. One challenge that emerged was whether callers should be informed they are speaking to an AI.
“At the moment, Andi-Esra doesn’t disclose itself as AI because we don’t think it needs to. People just engage with it naturally, and we’re not seeing complaints. But we’re reviewing whether that should change.”
The force has also ensured that AI is used to enhance service, not to cut staff.
“There’s always fear that technology means job losses. But this isn’t about replacing people – it’s about improving the service. Our call handlers provide an outstanding service, and we need as many of them as we can get,” Welsted added.
A model for UK policing?
West Midlands Police’s rapid improvement saw it exit the HMCFRS ‘engage’ process faster than any other force in history. With the success of Andi-Esra, other police forces are taking notice.
“We built Andi-Esra with the intention of sharing it with other forces. There’s no point fixing this just for us – this is something that could transform policing nationwide.”
Looking ahead, the force is exploring ways to integrate AI with predictive analytics, allowing it to pre-emptively identify crime hotspots. The long-term goal is to free up even more officer time while maintaining high service levels. West Midlands Police has proved that AI, when used responsibly, can enhance policing rather than replace human judgment. Its model of balancing technology with operational reform offers a blueprint for smarter, more efficient policing across the UK.
What this means for UK policing
West Midlands Police’s approach demonstrates that AI can support and improve policing, complementing the work of officers rather than replacing them. While some forces remain cautious about automation, the success of Andi-Esra suggests that technology, when implemented carefully, can address long-standing inefficiencies without compromising service quality.
Other forces are already watching closely, and the scalability of Andi-Esra means adoption across UK policing is a real possibility. A recent report from the think tank Police Foundation argues that UK policing needs to accelerate its adoption of AI, suggesting that forces could act faster and more effectively if they fully embraced AI-driven solutions. However, ethical concerns remain. Should all forces be required to disclose when AI is being used? How can bias be prevented when AI determines call priority? And will public trust in emergency services change as human interaction is reduced?
As more forces adopt AI-driven solutions, West Midlands Police has set an example, showing that AI can be an asset rather than a threat. But its success raises the question, is UK policing ready to follow suit?
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