> This is intended to handle the increase of calls that are related to one incident, so callers get automatically routed to an AI agent who asks if they are calling regarding the incident. If the answer is yes, then callers can receive information or updates, and if it's no, then the callers are transferred to a human. You don’t need ‘AI’ for this really - all it needs is a prerecorded message asking that question an…
The potential I see for AI to help here is identifying and recording a message for "if you're calling about the whatever that just blew up on maple street press 1" situations because obviously the operators will be too bogged down to do that in the moment.
Yeah. I was expecting to be horrified but reading the article I find it entirely reasonable. Hey, that ground is burning! I was traveling at highway speed, I would have no way of knowing if it's something a hundred other people saw and called about, or if it's something new. An AI picking out a gazillion calls about a brushfire on 15 will be a lot more responsive than a human operator programming it. I don't really see a failure scenario here, either it guesses right and duplicates get discarded without human intervention, or it guesses wrong and the call goes through normally. I see no path where this dumps calls that should go through.