Agenda item

Commissioner & Chief Officers to be heard.

Members received a verbal update of the Commissioner regarding National Lead Force:

·         Action Fraud Customer satisfaction rate was high, although there was still a distinction drawn between satisfaction and confidence.

·         The Chat Bot that had been introduced at the end of 2021 was proving successful, driving efficiencies. It was made clear to website visitors that they were talking to a ‘bot’ rather than a person. A question was raised on the sentiment analysis of the chat bot. It would be monitored on an ongoing basis and updates brought as appropriate.

·         The Force had provided interventions on 25 occasions to help those who had suffered mental health issues after becoming victims of fraud and safely achieved some self-resolution.

·         A Member requested that the Force put some effort into refocusing on Hajj Fraud as now that people were more confident about travelling, this may become more prevalent again. He offered to assist the Force in doing more to promote the good work around this.

RESOLVED, that the update be noted.