Instead there would be misinterpretations, misrouting, and deaths of despair when a model misjudges a situation. And it sounds like the model would be the first line of defense before routing, which is the WORST possible implementation of generative AI in a system like this.

Ideally, models could be used here to provide additional information to a human operator (advanced transcription/translation for cases where callers are impaired in speaking, do not speak the same language as the operator, or have a bad connection or heavy accents-- for instance).

Instead, the first line of decision-making in potentially the highest possible stakes for certain callers is delegated to a text generator with no mind, adding a delay to the process.

Hats off to the consultancy and the soulless salesperson who nailed this contract.

> There are numerous examples of dispatchers being dismissive or ignoring people in emergency situations…this wouldn’t happen with an automated system

Automated no longer means deterministic when you inject AI into it