There are numerous examples of dispatchers being dismissive or ignoring people in emergency situations…this wouldn’t happen with an automated system
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.
good things can still come out of it if its done right
it will be a learning experience to patch out the rough edge cases, STT is quite good now
Let's start with fact with humans who are so poor at this job already. Even doctors routinely use chatpgt to summarize your cases. Plenty of cases where conditions misdiagnosed for years are solved by an llm.
But more importantly its what this is system is going to solve is when there is 1 dispatcher who is busy solving someone's pimples and their life story how it was fashion to wear onion on their belt at the time. Meanwhile there is someone in queue with actual emergency. Instead they can be processed, prioritized, etc.
This is not about removing people from loop, but instead helping when there is literally no people available in peak times.
Automated no longer means deterministic when you inject AI into it