AI powers new call routing system to ease Cumbria Police demand
Cumbria Police adopts technology to streamline call handling
A new artificial intelligence-powered call routing system has been implemented by Cumbria Police today, aimed at improving efficiency for non-emergency 101 calls.
The technology automatically identifies calls meant for organisations other than the police and redirects them accordingly.
This innovative system comes as part of a £1.4 million government investment, developed through collaboration between the Home Office, the National Police Chiefs' Council, and Vodafone.
Analysis of calls ensures only relevant police inquiries reach handlers, enabling quicker response times for genuine assistance requests.
Superintendent Graham Hawley highlighted the benefits of the system's safeguards: "If there is any uncertainty about the nature of a call, it will be directed straight through to the police."
Cumbria’s Police, Fire and Crime Commissioner David Allen added, "The introduction of the call routing system will be incredibly beneficial for everyone involved."
Having undergone extensive testing across 15 police forces, the system recognises diverse accents and language patterns, ensuring correct call routing without delay to police responses.