{
  "record": {
    "id": "061a233b-992c-4f17-b8d4-b70b33b3c2b7",
    "code": "PAI-061A233B",
    "force": "West Midlands Police",
    "country": "United Kingdom",
    "country_code": "uk",
    "is_country": true,
    "region": "West Midlands",
    "technology": "Andi-Esra AI voice assistant for 101 calls",
    "technology_slug": "ai-emergency-call-triage",
    "vendor": "TTEC Digital and AWS, with West Midlands Police (per Police Science magazine)",
    "vendor_slug": "",
    "programme": "",
    "status": "operational",
    "stage": "in-use",
    "evidence": "official",
    "evidence_is_claim": false,
    "since": "December 2024",
    "legal_basis": "",
    "oversight": "Considered several times in 2024/25 by the West Midlands Police Data, Technology and Operational Ethics Panel, which is run by the Police and Crime Commissioner's office.",
    "notes": "The West Midlands Police Data, Technology and Operational Ethics Panel annual report for 2024/25 describes Andi-Esra as \"an AI chat-bot to answer and manage 101 calls, that has since gone into operation\", and says the panel considered it on several occasions. An Accountability and Governance Board paper of 22 October 2024 records a completed two-month trial in which the assistant answered 17,343 calls and prioritised 797 vulnerable callers, including domestic violence, suicide prevention and missing children cases, and describes it as built by the force. Police Professional reported on 28 October 2024 that calls flagged as time-sensitive were passed to call handlers, and quoted the Police and Crime Commissioner Simon Foster saying AI \"shouldn't replace human contact with members of the public\". Express and Star reported in January 2025 that the force was launching an AI call handling system that analyses non-emergency calls to identify vulnerable callers; that report does not use the name Andi-Esra. Police Science magazine (issue 2, West Midlands regional innovation and research group update) describes it as built in-house by the force with TTEC Digital and AWS, launched in December 2024, answering 2,530 calls in its first 24 hours and answering all of the force's 101 calls; that is a force-supplied account in a police magazine, and the annual report itself names no supplier or start date.",
    "source": "West Midlands Police ethics panel annual report 2024/25",
    "source_url": "https://www.civico.net/wmpcc/documents/74238815/download",
    "last_checked": "2026-11-05",
    "record_url": "https://www.policeainews.com/tracker/record/061a233b-992c-4f17-b8d4-b70b33b3c2b7"
  },
  "licence": "https://www.policeainews.com/data#licence"
}