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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 weeks ago by [email protected] to c/[email protected]

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[–] [email protected] 58 points 2 weeks 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.

[–] [email protected] 9 points 2 weeks 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.

[–] [email protected] 13 points 2 weeks ago (2 children)

it might detect those elevated stress levels [for callers] and it will automatically default going to a human being

Damn. I get ice cold emotionless during an emergency, going straight to the point of reciting location and event when calling 911. Now I will have to also remember in the back of my mind to throw in a wavering voice and a couple of shrieks maybe to have my call routed properly. What a future.

[–] [email protected] 11 points 2 weeks ago

To make it worse, it'll quickly get figured out and people will be calling in "oh my God! he's trying to kill me", get transferred to a person and be like "so, it's 3pm in a Saturday and my neighbors are playing their music too loud!"

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