:sigh: Okay, I’ll try to break it down even more…

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.