The situation is WTF.

And an LLM determining that accurately would be a dice roll.

Have you ever heard a 911 call? People don't speak in complete sentences. Not everyone speaks English. They yell. They cry. They whisper. There's background noise. Sometimes they need instructions on CPR or first aid. They may not know where they are. This is a recipe for disaster.

I think this would only be acceptable if the "AI-assisted" system kicks in when call volumes are high (when dispatchers are overburdened with calls).

For anyone that's been in a situation where you're frantically trying to get ahold of 911, and you have to make 10 calls to do so, a system like this would have been really useful to help relieve whatever call volumes situation was going on at the time. At least in my experience it didn't matter too much because the guy had already been dead for a bit.

And for those of you who are dispatchers, I get it, it can be frustrating to get 911 calls all the time for the most ridiculous of reasons, but still I think it would be best if a system like this only kicks in when necessary.

Being able to talk to a human right away is way better than essentially being asked to "press 1 if this is really an emergency, press 2 if this is not an emergency".

A young person died in my youth crisis shelter because instead of getting 911, I was first redirected to a semi-literate moron working in a VOIP "call center". Her Southern Alabama drawl was so severe I could not even recognize she was speaking English at first. This "call center" was also "experiencing higher than normal call volumes".

Last week I was driving by a wooden apartment complex and I noticed that somebody's unattended barbecue had gone poof and the balcony was burning. I called 911 and it took 4 minutes to get directed to the fire department.

My parents worked for EMS. You DO NOT want to hand this over to AI.

EMS is not being handed over to AI. Please read the article, it's about using AI to triage non-emergency calls away from the emergency lines so that the human call staff at the emergency lines are not being kept busy dealing with the non-emergency stuff.

What situation? AI is being used to transfer non-emergency calls away from the emergency lines, keeping the human operators there available to handle the actual emergencies. Non-emergency stuff shouldn't be on that line in the first place. The "WTF" part is people phoning the emergency number with trivialities in the first place, they shouldn't be doing that.

I think the non-emergency number should be heavily advertised. I have no idea what the local one for me is (if it even exists)

So they are asking a virtual roulette wheel to make that determination if it's an emergency or not.

Whoever is pushing this bullshit needs to be drowned in a barn drainage ditch brought back and then have it done again, keep repeating until either their lungs are caked in cow shit or whatever few braincells they have are dead.

And those ones would presumably be forwarded directly to the human staff. The point of this system is to filter out non-emergency calls.

Modern AI is not a "virtual roulette wheel."

And if you'll read the article, it mentions that they don't have enough staff to handle all the calls they're getting. They have job openings that people simply aren't applying for, it's not a question of funding. They're getting too many phone calls to handle and many of those phone calls should not be going to them in the first place. What should they do?

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.

You forgot the part where they’re also painfully understaffed. Automating things is not going to fix the issue.

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.

What happens if you put "police your_city" in your favorite search engine? I tried it with my current city and the village where I grew up, and both led me to the phone number in reasonable time.

I didn't forget that part. The article indicates that they have job openings that they are simply not getting applicants for. Throwing more money at staffing won't fix that, you can't magically spawn qualified people out of nothing.

I seem to be the only person in this thread who's actually reading and responding to the article, and every response I give instantly gets hit with downvotes. Do people simply want to be angry about AI, and so anything that might interfere with the purity of that anger is unwelcome? Maybe we should just have a daily thread with a title of simply "How about that AI, huh?" That people can post angry comments in without fear of meaningful interruption.

In an ideal world, if it's someone who immediately mentions that it's third time they've called this week about a neighbor having a dead tree in their garden, or someone's mad because someone else parked in "their" spot, someone's calling the fire department on someone having a bbq or someone's stubbed their toe, that sort of thing can get put way down the "call back later" list

Everything else gets put through to a person. In LA it's not unusual to wait 15+ minutes after you call 911; most cities are going to be shorter, and if the wait is under a minute, you don't need the AI triage. If you do have a wait and block out 25% of calls which are obviously a waste of time with AI, you can significantly reduce that (ideally in addition to hiring more operators, but let's be realistic...)

Promoting that the nunber exists as a actual thing people should use is good, yeah.

The actual number isn't so important, though. If ever needed to call the non-emergency number I'd search it up, which fortunately I can do given I've got loads of time because it's not an emergency.