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New Orleans will use AI to answer 911 calls instead of a human (www.shreveporttimes.com)

submitted 2 weeks ago by sanitation@lemmy.today to c/technology@lemmy.world

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[–] percent@infosec.pub -2 points 2 weeks ago* (last edited 2 weeks ago) (16 children)

:sigh: Okay, I'll try to break it down even more...

I don’t think there’s any net positive that would account for not answering an emergency call at all.

Exactly. That's what they want to solve.

TL;DR: Even when callers reach the triage bot, they can still reach a human much faster than without the triage bot.

Comparing again:

WITHOUT the triage tech:
- NOBODY (or nothing) answers the call for a long while, because the caller is stuck in a very long queue of calls waiting to tell them about the same emergency
WITH the triage tech:
- AI bot answers the call instantly and probably knows how to help because the call is probably about the same emergency that 95% of the other calls are about
  - so 95% less spam for the human operators to get through
- If the call is NOT about the same thing as the others, the caller can simply say that (i.e., "no"), and they reach a human within, say, 5-10 seconds because the operators aren't busy trying to get through the spam calls

They chose this tech because it has already proven to be a net positive on their non-emergency line.

[–] EncryptKeeper@lemmy.world 4 points 2 weeks ago (15 children)

None of that applies if a caller just can’t get through at all because the bot mistook “no” for “yes”

[–] percent@infosec.pub -1 points 2 weeks ago (12 children)

Do you honestly think that nobody has thought about that and solved that problem already? Even with all the engineers involved, and after all the real-world testing, you're the first to have considered that scenario?

Even consumer-grade products like ChatGPT can be interrupted while talking. We're talking about an AI implementation, not some rigid set of if...else statements.

[–] Piece_Maker@feddit.uk 0 points 2 weeks ago (1 children)

Why does it have to be AI? Why can't it be "press 1 for the highway car fire on 42, press 2 to be transferred to an operator"? Surely that's much less likely to fail?

[–] percent@infosec.pub -2 points 2 weeks ago (1 children)

https://infosec.pub/comment/23116617

[–] Piece_Maker@feddit.uk 2 points 2 weeks ago (1 children)

That doesn't answer my question at all?

[–] percent@infosec.pub 0 points 2 weeks ago

Ah, right, I suppose it's contextual. You would also have to read the comment that it's responding to. To summarize: it might not have to be AI.

However, 911 is a bit too dynamic for your solution to be viable as-is. For example, "Hey Siri/Google, I can't move my hands. Call 911."

Your idea is probably a decent starting point for brainstorming a solution — it just needs more thought, research, testing, etc. And I wouldn't be surprised if a similar product already exists. (I'd actually be surprised if it doesn't already exist.)

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