West Midlands Police trialled the non-emergency call-answering AI voice assistant for two months.
West Midlands Police trialled a voice assistant powered by artificial intelligence in a bid to deal with rising volumes of non-emergency calls.
A document detailing the plan was mistakenly posted online by the office of the West Midlands Police and Crime Commissioner . The document, marked "official sensitive" and with warnings that it should "not to be publicly disclosed", has since been removed. Through speech or text chat it could direct calls, provide advice on issues such as reporting criminal damage, or requesting a crime update.Its director of commercial services, Peter Gillett, said - by the time the trial started - the force had already improved and was now "one of the top performing police forces for managing emergency and non-emergency calls".
Mr Gillet said the force recognised that technologies capable of understanding ordinary language were "not flawless", and therefore may struggle with accents.Potential issues around safeguarding data were also flagged, including the risk calls would be used to help train the Amazon AI system, called Lex V2, behind Amy101.
It also suggested officers requested further analysis from Amazon on potential issues "such as regional accent recognition and bias testing".
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