A NEW artificial intelligence (AI) system is being introduced to help people contacting the police reach the right organisation more quickly.

The AI-assisted system is designed to identify why someone is calling Devon & Cornwall Police’s 101 non-emergency service and, where police involvement is not required, direct them towards an organisation better placed to help.

The move comes as police contact centres face significant demand, with more than 470,000 calls entering Devon & Cornwall Police’s 101 system during 2025.

The force is also dealing with heavy demand on its emergency services.

On one day in June this year, 1,305 calls were made to 999.

However, only around 23 per cent of those calls resulted in an emergency or priority police response.

Police say the figures demonstrate the pressure faced by contact centre staff, who must assess every call and quickly establish whether a policing response is required.

The new system is intended to help with that process.

Instead of navigating a traditional telephone menu, callers to 101 can explain in their own words why they are calling.

The system then checks that it has understood the reason for the call before deciding whether the enquiry should be handled by police or another organisation.

Where police involvement is not required, callers can be given information about the organisation that can help, with the option of receiving a relevant link by text message.

If the enquiry does require police assistance, the caller is transferred into the force’s existing call-handling process.

The technology is being introduced against a backdrop of growing pressure on 101 services across England and Wales.

Around 20 million calls are made to the non-emergency number nationally each year, with an estimated four million concerning issues that could be dealt with by other organisations.

These can include local authorities, health services and utility providers.

Police say the aim is not to discourage people from contacting them, but to ensure callers reach the service that is best equipped to deal with their problem.

There are also safeguards within the new process.

Callers are asked to confirm the reason for their call and, if there is any uncertainty or an indication that police support may be needed, the call will be passed through to a police call handler.

For Devon and Cornwall, managing demand is particularly important during the spring and summer, when millions of visitors join the region’s resident population.

Behind the scenes, contact centre and control room teams are often the first point of contact for victims, witnesses and people experiencing difficult or distressing circumstances.

Police say reducing the number of calls which do not require police intervention could allow staff to spend more time dealing with those who do.

That includes supporting victims, safeguarding vulnerable people and ensuring urgent incidents receive the appropriate response.