It went over my head. Sorry. Everything is not the onion these days.

So did I completely misread your comment? LOL

Listen to yourself. Have a large team of trained staff on call. How much do you think that costs? No go on guess. Do some calculations. The people do not exist to fill the seats. The money does not exist to pay the non-existent people. This is an attempt to make an already shitty situation better.

I work in this industry and I read the article. I understand what they are doing. I hate AI but this seems reasonable.

Yeah it’s definitely better to not answer all those calls

How many operators to handle say 100 calls in 5 minutes? Now imagine the cost to staff a small 911 center to ensure your can handle those calls 24/7. The money doesn’t exist.

Butts in seats don’t exist right now either. As long as the fancy ivr allows the caller to reach a human with minimal effort, this seems like a scary sounding but neat assistant solution to a problem without a real solution.

Or fix the real problems: availability of guns, and lack of appropriate mental health care.