United Kingdom, England and Wales
Home Office
AI 101 call routing and triage, supplied by Home Office and NPCC with Vodafone Business
TrialOfficial publicationPAI-CC45AC48
- Body
- Home Office
- Country
- United Kingdom
- Area
- England and Wales
- Technology
- AI 101 call routing and triage
- Supplier
- Home Office and NPCC with Vodafone Business
- Programme
- AI 101 call routing (Home Office and NPCC)
- Status
- Trial
Being tested in live conditions under a time-limited pilot or trial. - Stage
- In use now
- Since
- 2026
- Legal basis
- None stated
- Oversight
- None stated
- Evidence
- Official publication
Police force, government department or public body publication - Source
- GOV.UK, Home Office
- Last checked
- Record code
PAI-CC45AC48
Notes
Takes the caller's stated reason for calling 101, matches it with an AI model to a set of likely reasons, tells the caller how it understood them so they can accept or reject that reading, asks extra safeguarding questions for broad categories, and redirects non-police matters such as damage-only road traffic incidents, fly-tipping and noise complaints to councils, NHS 111 or the power-cut line before the caller joins a queue.
If the model is in any doubt the call goes straight to police, and callers can always ask for a human handler. Use varies by force depending on existing telephone menus. A related programme covering AI transcription of 999 and 101 calls and linking of crime reports is backed by 16.5 million pounds.
The government has stated it does not support police use of AI to answer 999 calls.
Recorded for the Home Office, which runs the programme with the National Police Chiefs' Council. The Home Office does not name the 15 pilot forces. South Yorkshire Police, named by ITV News as using the system from 18 August 2026, now has its own record.
Other systems used by Home Office
| Deployment | Country | Supplier | Since | Status | Checked |
|---|---|---|---|---|---|
| Home OfficeANPR (Automatic Number Plate Recognition) | United Kingdom | Leonardo MW Ltd (software) and Redcentric plc (data storage), named as processors in the impact assessment | 2006 | Operational | |
| Home OfficeRetrospective Facial Recognition (PND search) | United Kingdom | Cognitec (FaceVACS-DBScan ID), among others | 2014 | Operational | |
| Home OfficeCSAM Detection and Classification (Vigil AI / CAID) | United KingdomUK-wide | Roke (Vigil AI classifier); Qumodo and Cyan Forensics also credited | 2014 | Operational |
Other bodies in AI 101 call routing (Home Office and NPCC)
All records in this programme| Deployment | Country | Supplier | Since | Status | Checked |
|---|---|---|---|---|---|
| South Yorkshire PoliceAI Emergency and Non-Emergency Call Triage | United KingdomSouth Yorkshire | Home Office and NPCC, with Vodafone Business | 2026 | Operational | |
| Cumbria ConstabularyAI 101 call routing | United KingdomCumbria | Home Office and NPCC, with Vodafone Business | 2026 | Operational |
AI 101 call routing and triage elsewhere in United Kingdom
See them in the tracker| Deployment | Country | Supplier | Since | Status | Checked |
|---|---|---|---|---|---|
| Thames Valley PoliceAI Emergency and Non-Emergency Call Triage | United KingdomThames Valley | Salesforce (Agentforce 360 platform), according to Salesforce | 2025 | Operational | |
| Hampshire and Isle of Wight ConstabularyAI Emergency and Non-Emergency Call Triage | United KingdomHampshire and Isle of Wight | Salesforce (Agentforce 360 platform), according to Salesforce | 2025 | Operational | |
| Staffordshire PoliceAI Emergency and Non-Emergency Call Triage | United KingdomStaffordshire | Salesforce (platform) | 2026 | Proposed | |
| Humberside PoliceBobbi AI virtual assistant | United KingdomHumberside | Salesforce (Agentforce platform) | 2025 | Trial | |
| Cambridgeshire ConstabularyCitizen Assist AI online crime reporting | United KingdomCambridgeshire | — | 2026 | Trial |