{"id":73235,"date":"2025-12-04T08:01:00","date_gmt":"2025-12-04T08:01:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&p=73235"},"modified":"2025-12-04T10:08:27","modified_gmt":"2025-12-04T10:08:27","slug":"uk-police-forces-agentforce","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2025\/12\/04\/uk-police-forces-agentforce\/","title":{"rendered":"UK Police Forces Transform Citizen Support with \u2018Bobbi\u2019, an AI Agent Built on the Agentforce 360 Platform"},"content":{"rendered":"\n

Built in just a few weeks, Thames Valley, Hampshire & Isle of Wight, and Humberside\u2019s \u2018Bobbi\u2019 is already resolving up to 90% of non-emergency citizen queries<\/em><\/p>\n\n\n\n

Agentforce deployment marks a major shift in digital policing, automating citizen FAQs and non-urgent requests to free up officers for emergencies<\/em><\/p>\n\n\n\n

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LONDON \u2014  4 December, 2025 \u2014 Salesforce, the world\u2019s #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<\/a>. <\/p>\n\n\n\n

Using the Agentforce 360 Platform, the three police forces have built and deployed \u2018Bobbi\u2019, 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\u2019 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.<\/p>\n\n\n\n

“Agentic AI has huge potential to transform public sector productivity,\u201d said Zahra Bahrololoumi, CEO of Salesforce UK & Ireland. \u201cBobbi 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.”<\/p>\n\n\n\n

A new model for public support <\/strong><\/h3>\n\n\n\n

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\u2019 digital desk manage multiple means of contact from the public, requiring staff members to manually triage public enquiries.<\/p>\n\n\n\n

“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.”<\/p>\n\n\n\n

Bobbi, which can understand and respond to inquiries without human intervention, serves as support for non-urgent questions. Underpinned by Salesforce Data 360<\/a>, which brings together fragmented data scattered into one, complete view, Bobbi can intelligently digest and interpret more than 90 of the force\u2019s knowledge articles \u2013 including policy documents and public-facing guidance \u2013 to respond accurately. <\/p>\n\n\n\n

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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.<\/p>\n\n\n\n

Mike Lattanzio, Chief Digital & Information Officer for Thames Valley Police<\/p>\n<\/blockquote>\n\n\n\n

“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,\u201d continued Chief Superintendent Dodds. \u201cBobbi enhances our service to our communities, ensuring that every member of the public can get the help they need, whenever they need it.\u201d<\/p>\n\n\n\n

Ultimately, said Chief Superintendent Dodds, \u201cAgentforce allows us to deliver faster, more accurate support to the public while keeping every automated interaction within safe and trusted guardrails.\u201d<\/p>\n\n\n\n

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. <\/p>\n\n\n\n

\u201cThis is a first for UK policing and I\u2019m confident other forces will follow,\u201d said Mike Lattanzio, Chief Digital & Information Officer for Thames Valley Police. \u201cBuilt using agentic-AI on a trusted, well-tested platform, Bobbi now supports non-emergency queries where a member of the public chooses this channel.\u201d<\/p>\n\n\n\n