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Hampshire & Isle of Wight Constabulary and Thames Valley Police have become the first forces in the UK to pilot an artificial intelligence (AI) virtual assistant designed to support the public with non-emergency enquiries.
The new assistant, named Bobbi, has been developed to answer frequently asked questions and provide guidance on a wide range of policing-related topics. Drawing solely on information supplied by both forces, Bobbi offers an automated, human-like chat experience for people seeking advice online. The system sits alongside existing contact routes — including phone lines, online forms and front counters — and cannot be used to report crimes or replace the 999 emergency line.
More than 200 people, including representatives from victim care groups and independent scrutiny panels, tested the tool during development. Their feedback shaped the version now being publicly trialled.
If Bobbi cannot resolve a query, or if a user asks to speak to a person, the chat is passed to the forces’ 24/7 Digital Desk, staffed by trained operators who manage online crime reports and monitor social media channels. The forces stressed that all information shared with the assistant remains confidential and is not used outside the organisation.
Chief Superintendent Simon Dodds, Head of Contact Management for both forces, said the trial reflects the need to modernise how police handle rising demand. “This is a really exciting time for us as we trial this technology in policing,” he said. “Locally and nationally, contact into the police increases year-on-year, online and over the phone, and it is important that the valuable skillset of our call handlers is spent on emergencies and complex, sensitive issues.”
He added that while automation can support the basics, human skills remain central to effective policing. “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,” he said.
Dodds emphasised that the assistant is intended to improve access to information without compromising the quality of personal interaction. “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.”
He also noted that Bobbi will be continually improved throughout the trial 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,” he said.
The pilot is now live across the forces’ websites, with Bobbi accessible via a speech-bubble icon in the bottom right corner of the screen.
See Bobbi in action:
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