West Midlands Police answers most calls in under 10 seconds, data shows as force launches AI call handling system

It comes as the force launches a new artificial intelligence (AI) call handling system.

The force said last month its operators answered 96.7 per cent of its 58,000 999 calls in under 10 seconds with an average answer time of 5.8 seconds and 99 per cent of its 55,000 101 calls in an average of about eight seconds.

It also revealed that it was now using AI technology in a bid to ensure telephone calls from the most vulnerable residents reach the top of the queue.

The force said it has brought its system up-to-date and that the move will help its call handlers fast-track vulnerable callers to its non-emergency 101 number.

This means all non-emergency calls are now being analysed to identify those at risk of domestic violence or of harming themselves, or reports of missing children, faster.

It said as well as identifying vulnerable people needing support, the system messages investigators with requests for updates from victims once the crime number and other personal details have been verified, gives advice about lost and found property, transfers calls to custody and signposts people to organisations responsible for issues like abandoned cars or noise nuisance.

And the tech also allows callers to switch to the force website to make online crime reports in keeping with social media trends.

Each year the Force Contact team answer 750,000 999 calls and 730,000 101 calls and receive 80,000 web chats and online reports.

They are able to resolve around 70 per cent of queries at the first point of contact, allowing police officers to focus on investigating crimes and supporting victims.

Assistant Chief Constable Matt Welsted said: "Our figures show we are on the right track when it comes to delivering the best service possible to the public. Using AI technology is helping us to further improve how we answer and deal with calls round the clock.”

Force Contact head Chief Superintendent Ian Parnell said: “Alongside our fantastic staff who answer calls for service, we have invested in cutting-edge technology, better understanding the purpose of 101 calls and signposting callers to the right solution to meet their need. This ensures we provide an outstanding service to people even during the busiest periods.”