Post #4509856
2026-08-09 01:25 UTC
Everyone should read before reacting:
This is intended to handle the increase of calls that are related to one incident, so callers get automatically routed to an AI agent who asks if they are calling regarding the incident. If the answer is yes, then callers can receive information or updates, and if it’s no, then the callers are transferred to a human.
This makes sense. A big thing happens that you are aware of. Geolocated calls from that area flood in. An operator, who could be getting useful info, has to handle a flood of “Guess what I just saw!”
Note that I think they should spend the money on more operators instead, but at least this seems like it has good guardrails.
Replies (2)
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@teolan@lemmy.world 2026-08-09 06:10
Except that could be done without AI. Just have a recording that says "we are aware of … taking place near you, are you calling about this ? “, then answer with yes/no. No need for bullshit AI.
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@Chaf@slrpnk.net 2026-08-09 06:45
You don’t need AI for that. Automated phone answering systems do exist, and can redirect people.