AI
Bengaluru: Bengaluru city police completed a three-month proof of concept (POC) with a local startup to automate feedback calls to citizens who have used the 112 emergency response support system (ERSS). Police commissioner Seemant Kumar Singh said the AI-powered initiative had helped the department collect feedback from more than 1.5 lakh people in just three months. Singh said that by using interactive voice response system (IVRS) AI technology, the average response time had been brought down to six minutes from around 15 minutes earlier. “We used to make 25,000 feedback calls per month. We introduced the AI system on a trial basis over the last three months and have collected feedback from 1.5 lakh calls,” he said. Traditionally, feedback calls made after the closure of 112 emergency incidents were handled by trained call operators. The new AI-powered Voice AI-112 platform has significantly expanded the department’s outreach by enabling large-scale automated feedback collection.
However, the process was constrained by manpower availability, limiting the number of complainants who could be reached. The AI-driven mechanism allows police to gather real-time citizen insights on emergency response quality, police personnel’s conduct and overall service effectiveness. The feedback will help senior officers identify areas requiring improvement and take steps to enhance public service delivery. The department believes the initiative marks a significant milestone in leveraging AI to strengthen transparency, accountability and citizen engagement in emergency response services, while setting a new benchmark for technology-enabled, citizen-centric policing.