I believe I touched on that in my last sentence, but I can elaborate:
That will probably happen – neural networks are approximation algorithms. It’s a question of how often that happens.
What percentage of the calls get misclassified? And what’s the threshold percentage that would be needed for the triage bot to be a net positive?
It sounds like they have an idea of these numbers based on data collected from the non-emergency line, so it’s not like they’re just blindly jumping into this.
EDIT: I just realized that I did not actually answer your question of “what happens”…
I imagine the caller would just interrupt the AI’s answer (e.g. “No not that,” “HELP,” “Give me a human,” “FUCK!” etc.)? That seems like the natural thing to do.
To be clear: I don’t know anyone at Carbyne or OPCD. I can only offer speculation.
I don’t think there’s any net positive that would account for not answering an emergency call at all.
Exactly. That’s what they want to solve.
TL;DR: Even when callers reach the triage bot, they can still reach a human much faster than without the triage bot.
Comparing again:
WITHOUT the triage tech:
NOBODY (or nothing) answers the call for a long while, because the caller is stuck in a very long queue of calls waiting to tell them about the same emergency
WITH the triage tech:
AI bot answers the call instantly and probably knows how to help because the call is probably about the same emergency that 95% of the other calls are about
so 95% less spam for the human operators to get through
If the call is NOT about the same thing as the others, the caller can simply say that (i.e., “no”), and they reach a human within, say, 5-10 seconds because the operators aren’t busy trying to get through the spam calls
They chose this tech because it has already proven to be a net positive on their non-emergency line.
I believe I touched on that in my last sentence, but I can elaborate:
That will probably happen – neural networks are approximation algorithms. It’s a question of how often that happens.
What percentage of the calls get misclassified? And what’s the threshold percentage that would be needed for the triage bot to be a net positive?
It sounds like they have an idea of these numbers based on data collected from the non-emergency line, so it’s not like they’re just blindly jumping into this.
EDIT: I just realized that I did not actually answer your question of “what happens”…
I imagine the caller would just interrupt the AI’s answer (e.g. “No not that,” “HELP,” “Give me a human,” “FUCK!” etc.)? That seems like the natural thing to do.
To be clear: I don’t know anyone at Carbyne or OPCD. I can only offer speculation.
I don’t think there’s any net positive that would account for not answering an emergency call at all.
Can you really justify someone not being able to reach help at all in place of everyone being able to reach it albeit slower?
As a lifelong first responder, I couldn’t get behind something like this at all.
:sigh: Okay, I’ll try to break it down even more…
Exactly. That’s what they want to solve.
TL;DR: Even when callers reach the triage bot, they can still reach a human much faster than without the triage bot.
Comparing again:
WITHOUT the triage tech:
WITH the triage tech:
They chose this tech because it has already proven to be a net positive on their non-emergency line.