Pramesh S Jain
The Bengaluru City Police has successfully completed a Proof of Concept (PoC) with Bengaluru-based startup VocalLabs AI to automate citizen feedback collection for the Bengaluru City 112 Emergency Response Support System (ERSS),marking a significant step towards technology-driven, citizen-centric policing.
Traditionally,feedback calls to complainants following the closure of 112 emergency incidents were made by trained call centre operators.
While the system was effective,its reach was limited by the availability of manpower,allowing feedback to be collected from only a portion of complainants.
With the introduction of the AI-powered Voice AI-112 platform,the police department has significantly expanded its outreach, collecting feedback from more than 1.5 lakh citizens in the last three months.
Developed by VocalLabs AI,a Bengaluru-based startup specialising in conversational artificial intelligence,the platform can conduct natural telephone conversations in multiple Indian languages on a large scale.
The company provides AI-powered voice solutions to government departments, banks and enterprises across the country.
Police officials said the initiative is designed to augment, rather than replace, human operators.
While the AI system handles routine feedback calls, trained personnel continue to deal with sensitive and complex interactions requiring human judgement and empathy.
The AI-driven feedback mechanism enables Bengaluru City Police to gather citizen insights on emergency response quality,police personnel’s conduct and the effectiveness of services.
The feedback also helps senior officers identify areas requiring improvement and strengthen public service delivery,City police commissioner, Seemant Kumar Singh,said.
The department believes the initiative sets a new benchmark in leveraging artificial intelligence to improve transparency,accountability and citizen engagement in emergency response services.
