New AI System Introduced To Improve Cumbria Police 101 Calls Service.
Cumbria Police has introduced a new AI-powered call routing system designed to improve the force’s 101 non-emergency service and reduce waiting times for callers.
The technology has been introduced to identify calls that are not police matters and redirect them to the appropriate organisation. The system went live on Tuesday, August 18, and is intended to reduce pressure on police call handlers. By identifying the reason for a call before it reaches a member of staff, the technology can help ensure that genuine police enquiries are dealt with more quickly.
Cumbria Police received 118,870 calls to 101 between April 2025 and March 2026, equivalent to an average of around 325 calls each day. A significant proportion of calls to 101 nationally are understood to concern matters that should instead be handled by organisations such as councils, the NHS or utility providers.
The new system works by analysing why someone is calling and matching their enquiry against a range of possible options. If the matter is not related to policing, the caller can be redirected to the organisation that is better placed to provide assistance.
Examples identified during national pilot schemes included calls concerning fly-tipping, noise complaints and damage-only road traffic incidents. Redirecting these enquiries could free police call handlers to concentrate on people who genuinely require police assistance.
Importantly, the system has been designed with safeguards to prevent people requiring police support from being wrongly redirected. Callers will be told how the AI has understood the reason for their call and will have the opportunity to confirm or reject the assessment.
Where the technology is uncertain about the nature of a call, the caller will be transferred directly to the police. Additional safeguarding questions can also be asked where necessary, providing an extra layer of protection for people who may be vulnerable or in need of urgent assistance.
The technology has also undergone testing designed to ensure that it can recognise a wide range of accents and language patterns. The national pilot involved 15 police forces and was used to assess how effectively the system could identify and redirect non-policing enquiries.
Cumbria Police says the introduction of the system should help reduce demand on its contact centre while allowing staff to focus on genuine police matters. The aim is ultimately to answer calls more quickly and improve the service provided to victims and members of the public. The system was developed through collaboration between the Home Office, National Police Chiefs’ Council and Vodafone, with £1.4 million of Government investment supporting its development.
Cumbria’s Police, Fire and Crime Commissioner David Allen has welcomed the technology after concerns about the 101 service had been raised with him over recent years. He said the new system could provide callers with a more direct route to the service they actually need.
The introduction of AI forms part of wider efforts to modernise policing and improve public services. Rather than replacing police call handlers, the technology is being used to help filter enquiries and ensure staff time is focused on matters requiring police involvement.
For residents, the system could mean fewer unnecessary delays when contacting Cumbria Police about legitimate non-emergency matters. The force continues to advise people to use 101 for non-emergency police enquiries, while 999 remains the number for emergencies.
The new technology is expected to be particularly useful in reducing the number of calls that currently reach police staff before it becomes clear that another organisation should deal with the issue. If successful, the system could therefore help improve both customer service and police efficiency, while reducing unnecessary pressure on contact-centre staff.
Cumbria Police will now monitor the impact of the new AI call-routing system and assess whether it delivers the improvements expected. The introduction represents a significant technological change for the county’s 101 service and could help make it easier for residents to reach the right service more quickly.
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