Bobbi chatbot helps Thames Valley Police handle non-emergency contact

HM Inspectorate of Constabulary found that Thames Valley Police's Bobbi chatbot helped manage non-emergency demand and direct people to the most appropriate service early.

  • 1 an organization

    The inspectorate found that Bobbi helped the force manage non-emergency demand, and it gives no figures.

  • 1 a person

    The inspectorate found that people contacting the police had a better experience and were directed to the right service earlier.

Depth runs from 1, a convenience or time saved, to 5, a life or a livelihood preserved.

Status
Reported benefit.
Evidence

foundstudiedreportedclaimed

An independent audit report supports the benefit.

The system’s part
Not isolated. The inspectorate gives no comparison with and without Bobbi and no figures. It places Bobbi among forces' uses of artificial intelligence, and Salesforce describes it as an AI agent that retrieves answers from a vector database of approved articles.
Limits
Not yet checked.
Costs and harms
Not yet checked.
Later
Not yet checked.

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Benefit type
Improved Organizational Efficiency
System
Bobbi (AI agent built on Salesforce Agentforce)
Made by
Thames Valley Police and Hampshire and Isle of Wight Constabulary, on Salesforce's Agentforce platform
Used by
Thames Valley Police (shared with Hampshire and Isle of Wight Constabulary)
Where
Thames Valley, England
Stage
In routine use
Date
, when the source was published
Kind
Aggregate result
Broad benefit
Communicating with People Outside the Organization, Performing for or Working Directly with the Public
Collections
Scrutiny and findings
Last revised
31 October 2026

Sources

  1. Audit report, by authors with no tie to the system.

    His Majesty's Inspectorate of Constabulary and Fire & Rescue Services. State of Policing: The Annual Assessment of Policing in England and Wales 2025-26. Published 8 September 2026. Section 2, overview of the PEEL 2025-27 inspections, response to calls for service (archived copy). The inspectorate inspects police forces and has no role in building or running Bobbi.

    Solutions such as the chatbot 'Bobbi' in Thames Valley Police were helping forces to manage non-emergency demand, improve the experience of those contacting the police and direct members of the public to the most appropriate service at the earliest opportunity.

  2. Press release, by the makers.

    Salesforce. Agentic case handling speeds nonemergency response for Thames Valley Police and Hampshire & Isle of Wight Constabulary. Customer story, 13 May 2026. The figures are the platform maker's own.

    Built and tested in 12 weeks in November 2025, Bobbi is the first Agentforce deployment in police history, handling over 200 conversations daily, resolving 75% independently, and reducing cost per interaction by 97%.

Details

AI system

Workflow

Bobbi answered questions from 91 knowledge articles that the two forces approved. Conversations that Bobbi could not answer, or that showed signs of risk, went to a trained operator.

Follow-up

Conditions for replication

The forces must keep the knowledge articles accurate and current. Bobbi is not a route for emergencies, so people must still call 999 for them.

Entry details

Sector

Policing.

Purpose

Thames Valley Police and Hampshire and Isle of Wight Constabulary built Bobbi on Salesforce Agentforce to answer non-emergency questions online and route people to the right service or to an operator.

Not yet checked: model, release, provider, role, configuration, inputs and outputs, autonomy, human oversight, AI contribution, beneficiaries, reach, distribution and access, duration, every measurement question, every money question, ownership and control, dependencies, cross-border connections, geopolitical implications, replication attempts, availability, institutional decision, grounds, action and result, success criterion, every evidence question, observed or intended, alternative assessments, related entries, other identifiers, category mappings.

Cite this record

Peter H. Vartanian. (2026). Bobbi chatbot helps Thames Valley Police handle non-emergency contact (AIBD-0868). Artificial Intelligence Benefits Database, edition of 31 October 2026. https://petervartanian.xyz/aibd/records/AIBD-0868.html (archived at https://doi.org/10.7910/DVN/AADSII, version 4.0)

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