I have mixed feelings on this and how they are implementing it. Here's the direct quote
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.
In a way this will reduce caller volume for the same incidents being called in over and over again. Seems like they are using a direct yes or no question which decreases any issues with the AI making shit up.
I do see how this can free up humans to deal with other calls and dispatch lifesaving services faster, eliminating repeat calls.
However, even if the AI works as described (which is a big if anyway), having to navigate even a simple yes or no will reduce time to lifesaving care.
Our 911 system has been slow and inadequate for a long time now. There has been an absolute refusal to fix it, and this has led to deaths. I do see this application easing that issue a bit, but I also see how this will cause deaths in a different way. Is it better to die on hold waiting for an operator or is it better to die navigating an AI system? I think less would die overall with the new system. It has been trained using the non-emergency call line.
To be clear I want us to just fund people to staff the 911 call center, but these shortages have been an issue for decades. Local governments refuse or are unable to take on the additional costs. I'm really unsure on how to feel about all this. My gut reaction is disgust, but I do see what they are trying to do. I guess we'll have to wait for the data and stories
I think the summary of the existing incident and providing updates is where they are using the AI. Which if given a limited data set should work.
These LLM models do actually a good job of summarizing a list of facts you feed it. The issues happen when you want it to make something "new"
For 911 I'd rather the government find the money to fund them, but I do feel like they are using AI in an appropriate scope.
AI should not be used in life and death situations like a 911. But the way they are going about the roll out is demonstrating how to actually use AI as a tool and not some miracle machine.
They should have left it only on the non-emergency line and called it there.