4 ms·

>"The pattern was every morning and evening during rush hour, there would be an accident, and hundreds of callers called in about the same thing." >"Anyone cal

>"The pattern was every morning and evening during rush hour, there would be an accident, and hundreds of callers called in about the same thing." >"Anyone calling 911 within a 200-meter radius of a live auto accident is now immediately routed to the AI agent" >"the tool engages only for motor vehicle accident calls, only when every human call taker is already busy, & only when the caller is within about 200 meters of a crash that has already been reported." this seems very reasonable to me

ceejayoz 2mo ago
I do hope there's a "when fifty people call within 200 meters all at once" escalation somewhere in this flowchart.
ambicapter 2mo ago
How does "the tool" know its a motor vehicle accident call, and how does it know when the caller is within 200 meters of an already reported crash? Seems like the screening will have to happen on all calls.
- deleted 2mo ago
  [deleted]
- ikidd 2mo ago
  Your approximate location is automatically determined by cell tower triangulation and fed to emergency services when you call. It's very common now.
- toast0 2mo ago
  e911 gets the location. Presumably one of the dispatchers working the calls will mark it as a motor vehicle accident.
- infecto 2mo ago
  The key part being it’s only when there is a surge and queue of calls. Crash calls will most likely 99% of the time if not 100 be from cell phones. I am guess the AI agent will ask for a description of the call. I have seen some AI call tech before and it can work really well. Obviously depends on their implementation but imo a great use of technology.
- elil17 2mo ago
  It uses location data to see if you're near an existing crash, but it uses AI to see if it's a motor vehicle accident call.
- deleted 2mo ago
  [deleted]
infecto 2mo ago
Very reasonable and also a good use of the technology imo. Like all things it depends on the implementation but I can see this adding a lot of value for 911 call centers.
Insimwytim 2mo ago
Reasonable would be to play a message "We know about the accident on Elm Street, we're already dispatched a team, if you're calling about that, you may hang up". No need to waste people's time with an "AI agent". Service providers have been doing that since forever.
- john_strinlai 2mo ago
  this is exactly what it does, except if you are a part of the accident or reporting something else, it routes you to a human operator. no additional time is being wasted compared to a recorded message.
  - Insimwytim 2mo ago
    Why use "AI" then? Everything can be handled by playing a message and reading a response with far superior, refined, cheaper and privacy-respecting technology than voice recognition - pushing a button.
    - john_strinlai 2mo ago
      >Why use "AI" then? presumably so that if you start shouting about the heart attack you are having, that you dont need to wait until the end of the prerecorded message to get routed to a human operator im not sure if you've ever been in a panic-filled emergency situation and had to dial 911, but the easier and more adaptable you can make it, the better. requiring button pushes, or anything else other than voice, should be avoided if possible. this comes across as one of the best possible use cases of ai to me: only used in strict circumstances when human operators are busy, with the goal of deduping calls and reducing 911 queues. and its been working really well, from the looks of it, for 3 years now
      - Insimwytim 2mo ago
        I think the impression, that "AI" would make it easier is not only far-fetched, but utterly misguided. So far it hasn't made anything easier (support call lines are the proof of that). I understand the picture of that outcome, which you'd like to have, but our real world experience just doesn't support it. > requiring button pushes, or anything else other than voice, should be avoided if possible. Well, even movie tropes often show, how that is not the case. You might be able to push a button safely, if the intruder in your house, but will be unable to comply with "I couldn't hear you, could you speak in a loud and clear voice?" without compromising your safety. > and its been working really well No caller satisfaction surveys, no comparison with tried and true button approach, just statements from parties with vested interest.

ceejayoz 2mo ago

I do hope there's a "when fifty people call within 200 meters all at once" escalation somewhere in this flowchart.

ambicapter 2mo ago

How does "the tool" know its a motor vehicle accident call, and how does it know when the caller is within 200 meters of an already reported crash? Seems like the screening will have to happen on all calls.

deleted 2mo ago
[deleted]
ikidd 2mo ago
Your approximate location is automatically determined by cell tower triangulation and fed to emergency services when you call. It's very common now.
toast0 2mo ago
e911 gets the location. Presumably one of the dispatchers working the calls will mark it as a motor vehicle accident.
infecto 2mo ago
The key part being it’s only when there is a surge and queue of calls. Crash calls will most likely 99% of the time if not 100 be from cell phones. I am guess the AI agent will ask for a description of the call. I have seen some AI call tech before and it can work really well. Obviously depends on their implementation but imo a great use of technology.
elil17 2mo ago
It uses location data to see if you're near an existing crash, but it uses AI to see if it's a motor vehicle accident call.
deleted 2mo ago
[deleted]

infecto 2mo ago

Very reasonable and also a good use of the technology imo. Like all things it depends on the implementation but I can see this adding a lot of value for 911 call centers.

Insimwytim 2mo ago

Reasonable would be to play a message "We know about the accident on Elm Street, we're already dispatched a team, if you're calling about that, you may hang up". No need to waste people's time with an "AI agent". Service providers have been doing that since forever.

john_strinlai 2mo ago
this is exactly what it does, except if you are a part of the accident or reporting something else, it routes you to a human operator. no additional time is being wasted compared to a recorded message.
- Insimwytim 2mo ago
  Why use "AI" then? Everything can be handled by playing a message and reading a response with far superior, refined, cheaper and privacy-respecting technology than voice recognition - pushing a button.
  - john_strinlai 2mo ago
    >Why use "AI" then? presumably so that if you start shouting about the heart attack you are having, that you dont need to wait until the end of the prerecorded message to get routed to a human operator im not sure if you've ever been in a panic-filled emergency situation and had to dial 911, but the easier and more adaptable you can make it, the better. requiring button pushes, or anything else other than voice, should be avoided if possible. this comes across as one of the best possible use cases of ai to me: only used in strict circumstances when human operators are busy, with the goal of deduping calls and reducing 911 queues. and its been working really well, from the looks of it, for 3 years now
    - Insimwytim 2mo ago
      I think the impression, that "AI" would make it easier is not only far-fetched, but utterly misguided. So far it hasn't made anything easier (support call lines are the proof of that). I understand the picture of that outcome, which you'd like to have, but our real world experience just doesn't support it. > requiring button pushes, or anything else other than voice, should be avoided if possible. Well, even movie tropes often show, how that is not the case. You might be able to push a button safely, if the intruder in your house, but will be unable to comply with "I couldn't hear you, could you speak in a loud and clear voice?" without compromising your safety. > and its been working really well No caller satisfaction surveys, no comparison with tried and true button approach, just statements from parties with vested interest.