UK Police Forces Transform Citizen Support with ‘Bobbi’, an AI Agent Built on the Agentforce 360 Platform

Built in just a few weeks, Thames Valley, Hampshire & Isle of Wight, and Humberside’s ‘Bobbi’ is already resolving up to 90% of non-emergency citizen queries

Agentforce deployment marks a major shift in digital policing, automating citizen FAQs and non-urgent requests to free up officers for emergencies

LONDON —  4 December, 2025 — Salesforce, the world’s #1 AI CRM, today announced that Thames Valley, Hampshire & Isle of Wight, and Humberside police forces are transforming how citizens access support online with Agentforce 360. 

Using the Agentforce 360 Platform, the three police forces have built and deployed ‘Bobbi’, an autonomous AI agent that delivers around-the-clock answers to frequently asked questions and helps citizens log cases themselves. Deployed in just weeks and accessible via the forces’ respective websites, Bobbi was used by more than 600 citizens in its first week, and resolved 82% of inbound queries without requiring escalation to a human officer.

“Agentic AI has huge potential to transform public sector productivity,” said Zahra Bahrololoumi, CEO of Salesforce UK & Ireland. “Bobbi is an incredible example of how humans and AI agents can work together to provide citizens with greater value, more choice on how to engage with their local police force and more human attention when it matters most. With Agentforce handling non-urgent, routine queries, police officers can focus on emergencies requiring complex problem-solving and human discernment.”

A new model for public support 

For years, police channel management has struggled to keep pace with citizen demand. Lacking effective digital options, citizens often flooded police lines with calls ranging from simple parking queries to urgent crime reports of domestic abuse. At peak periods, the forces’ digital desk manage multiple means of contact from the public, requiring staff members to manually triage public enquiries.

“It’s not unusual within Hampshire and Thames Valley to see 5,000 calls come into our rooms across a 24-hour period,” said Chief Superintendent Simon Dodds, Head of Contact Management for Thames Valley Police and Hampshire & Isle of Wight Constabulary. “Trying to prioritise the 999 calls above the 101 calls and online demand is a real challenge for us.”

Bobbi, which can understand and respond to inquiries without human intervention, serves as support for non-urgent questions. Underpinned by Salesforce Data 360, which brings together fragmented data scattered into one, complete view, Bobbi can intelligently digest and interpret more than 90 of the force’s knowledge articles – including policy documents and public-facing guidance – to respond accurately. 

Built using agentic-AI on a trusted, well-tested platform, Bobbi now supports non-emergency queries where a member of the public chooses this channel.

Mike Lattanzio, Chief Digital & Information Officer for Thames Valley Police

“By providing quick responses to commonly asked, non-emergency questions, Bobbi allows our Call Handlers and Digital Desk Operators to use their valuable human skills on emergencies and complex, sensitive issues,” continued Chief Superintendent Dodds. “Bobbi enhances our service to our communities, ensuring that every member of the public can get the help they need, whenever they need it.”

Ultimately, said Chief Superintendent Dodds, “Agentforce allows us to deliver faster, more accurate support to the public while keeping every automated interaction within safe and trusted guardrails.”

The initial deployment of Agentforce marks the beginning of a wider vision for the future of policing. The forces plan to develop additional agents, including internal agents for HR. 

“This is a first for UK policing and I’m confident other forces will follow,” said Mike Lattanzio, Chief Digital & Information Officer for Thames Valley Police. “Built using agentic-AI on a trusted, well-tested platform, Bobbi now supports non-emergency queries where a member of the public chooses this channel.”

This technology enhances our services by offering an additional way for members of the public to access help and advice anytime, anywhere.

Assistant Chief Officer Chris Philpott, Humberside Police

“What Thames Valley, Hampshire & Isle of Wight, and Humberside Police have achieved with Agentforce is remarkable. The true power of Bobbi is more than the number of cases resolved, it’s the outcomes for the communities they serve. This is the true impact of AI being used for good” said Bijan Bedroud, Senior Vice President & General Manager of Public Sector, Salesforce EMEA. “They’ve shown that public sector innovation can be achieved in weeks, saving police time, driving taxpayer value, and delivering a citizen experience built on trust and safety.”

Leading the initiative for Humberside Police, Assistant Chief Officer Chris Philpott, Humberside Police said: “We are thrilled to introduce this innovative system into policing and proud to be among the first forces in the country to offer this service to our communities. By providing quick responses to commonly asked, non-emergency questions, this technology enhances our services by offering an additional way for members of the public to access help and advice anytime, anywhere.”

Learn more:

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• Learn more about Agentforce and Data 360