TVP and HIOWC's AI agent Bobbi, built on Salesforce Agentforce, handles 200+ non-emergency conversations per day with 75% autonomous resolution while a citizen portal powered by MuleSoft and Agentforce Experience has cut call volumes by 10% across their 4-million-resident service area.
The two forces field more than 400,000 non-emergency calls per year — nearly half of which are people asking for case updates — and needed a way to give operators more capacity for emergencies while keeping victims informed at every step.
Since going live, Bobbi has absorbed the bulk of routine case-update traffic while Agentforce's high-risk detection layer surfaces urgent cases to live operators in real time.
The deployment layers three Salesforce products: Agentforce for both the conversational Bobbi agent and the high-risk case-detection layer; MuleSoft for connecting the portal to the forces' case-management and identity systems; and Agentforce Experience for the citizen-facing portal that lets victims track cases, message officers, and receive automated updates.
TVP and HIOWC together serve more than 4 million people across 3,800 square miles of southern England; the citizen portal now deflects 10% of inbound call volume, and Bobbi sustains 200+ daily non-emergency conversations with three-quarters resolved without a human in the loop.
Salesforce frames the deployment as a foundation for further agentic-service expansion across both forces, with the same Agentforce stack positioned to absorb additional non-emergency workflows as call volumes grow.
Details
- City
- Kidlington
- Organization
- Thames Valley Police
- Continent
- Europe
- Country
- United Kingdom
- Category
- Public Safety / Government