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Salt Lake City, plans to implement AI-assisted 911 call triaging to handle ~30% of about 450K non-emergency calls per year (www.sltrib.com)

submitted 2 months ago by Pro@programming.dev to c/technology@lemmy.world

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[–] Fredselfish@lemmy.world 54 points 2 months ago (35 children)

Exactly how hell is the system going determine non and emergency calls. Didn't know when you call 911 you have to make choices. So is it like calling customer service?

I thought point 911 was I got a human immediately on the phone that can help me.

[+] FaceDeer@fedia.io -15 points 2 months ago (27 children)

Read the article.

Kehoe countered that the AI system would interact only with nonemergency callers and that emergency calls to 911 would be routed only to human dispatchers. In fact, she added, “on nonemergency calls, it might detect those elevated stress levels [for callers] and it will automatically default going to a human being as well.”

“There are a lot of safeguards,” Kehoe added, “to ensure that even with the tiniest bit of doubt, we don’t have someone just sitting on the phone and not getting help.”

The AI system will only reroute calls that it can determine are not emergency calls. The default will be to let the calls through to the human staff. It's not going to be some sort of primitive "press 1 if you are currently on fire" menu system.

[–] catloaf@lemm.ee 11 points 2 months ago (7 children)

the AI system would interact only with nonemergency callers and that emergency calls to 911 would be routed only to human dispatchers

Who makes this determination?

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