Handbook-Trained AI
Our AI is ingested with your force's specific operator handbooks, SOPs, and best practice guides, ensuring advice is always accurate and compliant.
Hybrid AI Live Chat for Police 101
Transform non-emergency contact with a secure Hybrid AI system. Reduce 101 wait times, streamline incident reporting, and empower operators with deep learning assistance.
UK Data Centres
GDPR & UK DPA 2018
Full Audit Trail
24/7 AI Coverage
Pilot-Friendly Deployment
Safeguarding Escalation
Optimizing 101 Services with Hybrid AI
A secure, UK-hosted solution designed for the unique challenges of Law Enforcement.
Managing 101 non-emergency demand is a critical challenge for police forces across the UK. IMsupporting provides a Hybrid AI Live Chat solution that combines the efficiency of advanced AI with the empathy and judgment of human operators.
Our system is not just a chatbot; it is an intelligent agent trained on your specific handbooks, capable of learning from historical interactions, and integrated directly into your incident management workflows.
With demand on 101 phone lines continuing to rise and public expectations for fast, digital-first contact higher than ever, forces across the UK are exploring how live chat and AI-assisted triage can absorb a meaningful share of non-emergency demand - without compromising service quality or safeguarding obligations. IMSupporting has been designed from the ground up with the unique requirements of law enforcement in mind: from data sovereignty and GDPR compliance through to audit trails, safeguarding escalation logic, and force-specific policy training via a dedicated knowledge base.
Unlike generic commercial chat platforms, IMSupporting gives your force full control. Your operators manage their own queues, your admin team configures the AI knowledge base using your own policies and SOPs, and your management team reviews real-time satisfaction data through a dedicated analytics dashboard - with no dependency on third-party AI systems holding your data outside the UK and no black-box responses your operators cannot review or override.
Key Capabilities for Policing
Built to support operators and serve the public.
Deep Learning
The system learns from real User-to-Operator chats, constantly refining its understanding of local dialects, crime types, and effective resolution strategies.
Smart Suggestions
Operators receive real-time AI suggested responses based on the conversation context, speeding up handling times while maintaining quality.
Seamless Handoff
Intelligent routing detects when a human touch is needed. The AI gracefully hands over to a live operator with full context, ensuring no repetition for the caller.
Incident Integration
Via secure APIs, the AI can log incidents directly into your command and control systems, take witness details, and provide updates on existing logs.
Secure & UK Hosted
Fully GDPR compliant and hosted in secure UK data centres. We understand the importance of data sovereignty and security in policing.
Multi-Chat Concurrent Handling
Operators manage 3 to 5 simultaneous chat conversations at once - compared to a single phone call at a time. AI assistance keeps every thread contextually accurate and on-policy.
Post-Contact Public Feedback
Every chat session ends with an automated satisfaction survey. CSAT scores and free-text comments are collected, analysed by AI, and surfaced in the management dashboard in real time.
One Operator. Multiple Conversations. Maximum Efficiency.
Chat handles non-emergency demand in parallel - something a phone line simply cannot do.
Handling More with Less
A traditional 101 phone operator handles one call at a time. A chat operator using IMSupporting can comfortably manage 3 to 5 simultaneous conversations - with AI assistance keeping each thread contextually accurate and on-policy.
The AI handles the initial qualification phase: gathering the member of public's details, the nature of the contact, location, and any supporting information. By the time the conversation reaches an operator, the groundwork is already done. The operator steps in with full context, focused purely on the judgment and empathy that only a human can provide.
During peak demand periods - weekend evenings, public holidays, and major local events - this concurrency model dramatically reduces effective wait times and the number of contacts that go unanswered. Members of the public who would previously have abandoned a long 101 phone queue instead receive an immediate acknowledgement and begin the process without delay.
- AI pre-qualifies every contact before human handoff
- Operators see full AI conversation context on pick-up
- Real-time AI response suggestions for operator guidance
- Configurable concurrent session limits per operator role
- Priority escalation routing for safeguarding concerns
Specialized AI Training
Generic AI isn't enough for law enforcement. Our RAG (Retrieval-Augmented Generation) system allows you to upload your specific policy documents, legislation guides, and operator handbooks.
The AI references this trusted knowledge base to answer public queries accurately, citing the specific policy or guidance used. This reduces the risk of hallucinations and ensures consistency with force policy.
- Upload PDFs, Word Docs, and Text files
- Automatic indexing and vectorization
- Citation support for audit trails
Intelligent Routing to the Right Team
Not every 101 contact belongs in the same queue. IMSupporting routes each enquiry to the most appropriate team automatically.
A member of the public contacting 101 may be reporting a minor road traffic collision, asking about a lost property item, making a noise nuisance complaint, or seeking an update on an existing crime report. These contacts require very different handling - different operators, different information systems, and different response protocols.
IMSupporting's workflow engine qualifies the nature of each contact in the opening exchanges of the chat, then routes the conversation to the correct specialist queue automatically. Road policing contacts go to the road policing team. Neighbourhood enquiries go to the relevant neighbourhood team. Crime recordings go to the crime desk. Lost property goes to the property office.
Each department can configure its own AI knowledge base, escalation rules, and operator queue independently. A road policing operator never sees a noise nuisance enquiry. A neighbourhood team operator is not distracted by lost property requests. Every specialist handles only the contacts relevant to their role - with AI providing contextual assistance drawn from that department's specific policy documents and SOPs.
- Unlimited department queues per force deployment
- Per-department AI knowledge base configuration
- Overflow routing when a team reaches capacity
- Emergency escalation overrides all routing rules instantly
Automated Incident Triage
Free up your call handlers by allowing the AI to handle initial triage and data collection. The system can guide a member of the public through a structured interview to gather necessary details for non-emergency crimes.
Using our "AI Tools" capability, the system can then format this data and submit it directly to your crime recording system via API, generating a reference number instantly for the user.
- Structured data collection
- Integration with RMS / CAD systems
- 24/7 availability for reporting
Public Trust & Post-Contact Feedback
Collecting structured satisfaction data after every 101 chat is the foundation of continuous service improvement.
Analytics Dashboard
Maintaining public confidence is paramount. Our integrated feedback system automatically collects Satisfaction Ratings and NPS scores after every interaction - no manual follow-up required.
AI-Powered Insights: The dashboard automatically generates summaries of feedback themes, analysing sentiment to highlight areas of excellence or concern without manual review of thousands of logs. Supervisors can filter by department, time period, operator, or contact type.
- Real-time CSAT & NPS tracking
- AI Sentiment Analysis & Summaries
- Exportable reports for command review
- Trend analysis across days, weeks, and seasonal demand peaks
- Per-operator and per-department satisfaction breakdowns
The Feedback Workflow
Every 101 chat session ends with an automatically triggered feedback prompt. The member of the public is invited to rate their experience and, optionally, leave a brief comment. The entire process takes under 30 seconds and has no negative impact on completion rates when the main interaction has been handled smoothly.
Feedback is stored securely against the anonymised contact record and feeds directly into the force analytics dashboard in real time. Supervisors do not need to wait for weekly or monthly reporting cycles to identify service trends - the picture is always current.
For forces subject to HMICFRS public satisfaction thematic reviews, having a continuous, structured, and independently verifiable stream of post-contact feedback data is a significant governance advantage - one that historically required bespoke survey infrastructure to achieve.
Built for UK Police Forces
From pilot programme to force-wide rollout - IMSupporting is designed to fit how policing works in the UK.
UK Data Residency
All data is hosted in UK data centres. No contact data or AI training content is processed or stored outside the United Kingdom. Full GDPR and UK DPA 2018 compliance is built in, not bolted on.
Pilot-Friendly Deployment
Start with a single department or contact type. The system is designed to be deployed incrementally - a neighbourhood team pilot can run alongside existing phone handling before any force-wide decisions are made. No long-term commitment required to start.
Operator Training & Onboarding
The operator interface is clean and intuitive. Most operators are confident in the system within a single shift. We provide onboarding materials, admin training, and dedicated support throughout your initial deployment period.
Audit Trail & Governance
Every chat interaction is logged with a complete, tamper-evident audit trail. Transcripts are searchable, exportable, and retained in line with force data retention policies. Supervisors can review any interaction at any time.
Safeguarding Escalation
Keyword and context-based safeguarding triggers are configurable per force. When indicators of vulnerability, domestic abuse, mental health crisis, or emergency need are detected, the system immediately alerts a human operator and overrides all standard routing rules.
Integration Ready
RESTful API integration with RMS, CAD, and crime recording systems. Connect to your existing back-office infrastructure to enable automated incident logging, status updates, and data verification without re-keying information from chat transcripts.
Frequently Asked Questions
Common questions from police digital and contact centre teams considering a 101 live chat deployment.
Can live chat genuinely handle 101 non-emergency reports?
Yes. Live chat combined with AI-assisted triage is well suited to the majority of non-emergency contact types: minor crime reporting, lost property, general enquiries, update requests, and community feedback. The AI handles initial qualification and data collection, with seamless handoff to a human operator for contacts that require judgment, empathy, or specialist knowledge. Emergency signals are detected automatically and routed accordingly at any point in the conversation.
How do operators manage multiple chat conversations at the same time?
The operator dashboard is designed for concurrent chat handling. Operators see all their active conversations in a clear tiled layout, with AI-suggested responses and real-time context summaries for each thread. The AI handles the initial data-gathering phase of every contact, so by the time an operator picks up a conversation, the key details are already captured. Most trained operators manage 3 to 5 simultaneous conversations comfortably - significantly more than is possible with phone handling alone.
Is IMSupporting secure enough for police use?
Yes. The platform is hosted entirely in UK data centres, is fully GDPR and UK DPA 2018 compliant, and includes role-based access controls, complete audit logging, and session-level data isolation. No contact data is processed or stored outside the United Kingdom. We are happy to provide full technical security documentation as part of a procurement or due diligence process.
How does the AI know when to hand off to a human operator?
Escalation is triggered by a combination of configurable rules: specific keywords or phrases, contact types that require human judgment, safeguarding indicators, expressed dissatisfaction, or an explicit member-of-public request to speak to a person. Supervisors can configure escalation thresholds per department and per contact type. The AI never attempts to resolve safeguarding or emergency contacts independently - these are immediately flagged and routed to a human with the full conversation context visible.
Can the system integrate with our CAD and RMS?
Yes. IMSupporting provides a RESTful API that can connect to crime recording systems, command and control (CAD) platforms, and RMS environments. This enables the AI to automatically submit structured incident data, retrieve case reference numbers, and provide real-time status updates to members of the public - without operators needing to re-key information. Integration complexity varies by system and is scoped as part of the deployment planning process.
What happens if someone reports an emergency through the chat?
Emergency detection is a core safeguarding feature. If a member of the public describes an emergency, uses keywords associated with immediate threat, or indicates an evolving situation requiring urgent response, the system immediately alerts a human operator and displays a prominent advisory to the user to call 999. Force-specific emergency keyword lists can be configured and updated by admins at any time. This safeguard runs at every stage of the conversation, not just at the start.
Can different police departments have their own chat queues and AI configuration?
Yes. IMSupporting supports unlimited department-level queues within a single force deployment. Each department can have its own operator team, its own AI knowledge base trained on department-specific SOPs and policy documents, its own escalation rules, and its own satisfaction feedback stream. A road policing operator never sees a neighbourhood enquiry. Each team works within their own configured environment while force management retains a unified cross-department analytics view.
How do we collect and use public satisfaction feedback from chat?
Satisfaction collection is fully automated. After every completed chat, a short feedback prompt is presented to the member of the public asking them to rate their experience and optionally leave a comment. Responses are stored securely and aggregated in the analytics dashboard in real time. Supervisors can filter by department, time period, contact type, or individual operator. AI sentiment analysis surfaces themes across large volumes of feedback without manual review - making the data genuinely actionable for service improvement and governance reporting.
Ready to Modernize Your Force's Contact Centre?
Contact our specialist team to discuss a pilot program or request a demonstration.