Executive summary
Thames Valley Police and Hampshire & Isle of Wight Constabulary (TVP and HIOWC) serve England’s communities, responding to emergencies and investigating crime. They receive over 400,000 nonemergency calls per year, nearly half of which are from people seeking case updates.
With Salesforce, TVP and HIOWC created a digital front door for policing. A secure citizen portal lets victims track cases, message officers, and receive automated updates, reducing call volumes by 10%. And AI agent Bobbi, built with Agentforce, handles over 200 nonemergency conversations per day, resolving 75% of them autonomously.
The results
£
1.4M
in cost avoidance from self-service updates
97
%
reduction in cost per interaction
Explore TVP and HIOWC’s solution
Agentic case handling for nonemergency calls
Agentforce responds to nonemergency calls and detects high-risk cases, so citizens get assistance when they need it and operators can focus on emergencies.
One data-driven portal for victim support
A comprehensive citizen portal powered by MuleSoft and Agentforce Experience enables case updates and messaging capabilities — informing victims at every step.
About the company
Two of England’s largest police forces, TVP and HIOWC serve over 4 million people across 3,800 square miles, responding to emergencies and investigating crime.
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