By Greg Burdett
A recent article (https://studyfinds.org/911-ai-tool-stroke-victims-phone/) asks the question “Should artificial intelligence handle emergency calls from humans dialing 911?”. The study claims the AI tool proved up to 10 percent more accurate than human experts at diagnosing the signs of a stroke over the phone.
While likely meant to be controversial, the title does seem to take an extreme position of replacing vs complementing or enhancing human 911 Operators. Intuitively I knew this claim was ridiculous for what I think are pretty obvious reasons. The main concerns I personally would have are:
Can an AI system truly understand the emergency situation I am in and who to send to provide emergency assistance?
What about providing verbal assistance? I personally have been in a situation where I called 911 relating to a scary situation I was witnessing that seemed to be escalating and expanded to include myself when I called 911. The 911 Operator provided me with verbal assistance to help de-escalate the situation.
What about providing a caring / comforting voice in a stressful situation? Anyone who is calling 911 is clearly in a stressful and potentially life threatening situation and may want a calm human voice to re-assure them and help calm them to deal with the situation.
How about complex situations or emergencies where mixed messages are received? Sometimes it may not be clear to the Operator what is happening, and if it is really even an emergency. For example abuse or assault where someone may call 911 and either change their mind about reporting the incident, or may still be under threat and are afraid to say anything to the Operator and just want to hang up. A well trained Operator can look for clues as to what is really happening and make the appropriate judgement calls. It is unclear to me how an AI system would handle these types of situations.
I thought about this and wondered, how would an AI system answer the question “Should AI replace 911 Operators when answering 911 calls”, so I asked ChatGPT to write me a blog post on if AI should replace 911 Operators when answering 911 calls. This is what ChatGPT wrote:
Title: The Role of AI in Emergency Response: Should 911 Operators Be Replaced?
Introduction
In today's rapidly advancing technological landscape, artificial intelligence (AI) has made remarkable strides in various sectors. The field of emergency response, including 911 call centers, is not exempt from this progress. As the concept of AI becomes more pervasive, a question arises: should AI replace human 911 operators when answering emergency calls? While there are merits to leveraging AI technology, it is essential to carefully consider the potential benefits and drawbacks before making a decision that directly affects public safety.
The Advantages of AI in Emergency Response
Improved Response Times: AI systems have the potential to process and analyze incoming emergency calls at a faster rate than human operators. They can rapidly extract critical information, such as location, nature of the emergency, and relevant details, enabling them to dispatch appropriate help more efficiently. This accelerated response time could potentially save lives in situations where every second counts.
Consistency and Accuracy: Human operators, despite their training and experience, can sometimes be subject to human error. AI, on the other hand, operates consistently and impartially, ensuring that all emergency calls receive equal attention. AI systems can accurately assess situations, eliminating the risk of subjective judgments that humans might unintentionally introduce.
Multilingual Capabilities: Language barriers can hinder effective communication between callers and operators, especially in diverse communities. AI technology can integrate language translation capabilities, allowing emergency calls to be answered promptly and accurately, regardless of the caller's language proficiency. This feature has the potential to save crucial time in emergencies where effective communication is critical.
The Human Touch and Limitations of AI
Empathy and Emotional Connection: In emergency situations, callers often experience heightened emotions and require emotional support. Human operators are trained to provide reassurance, empathy, and calmness during distressing situations. AI, although capable of detecting emotions through voice analysis, cannot replicate the nuanced understanding and compassionate response that a human operator can provide.
Complex Situational Judgment: Emergency calls can present intricate and nuanced situations that require human judgment, discretion, and decision-making. Humans possess the ability to assess subtle cues, ask clarifying questions, and adapt to unique scenarios. AI, as advanced as it may be, still struggles with context-dependent decision-making, and its responses might not always align with the complexity of the situation at hand.
Unpredictable Circumstances: Emergency calls can be unpredictable, and the information provided by callers may vary in accuracy and clarity. Humans possess the ability to adapt, think critically, and extract relevant details in ambiguous situations. AI, though efficient in processing data, may encounter challenges when faced with incomplete or conflicting information, potentially leading to suboptimal emergency responses.
Finding a Balance
Rather than replacing human 911 operators entirely, a more prudent approach might involve integrating AI technology to enhance their capabilities. By leveraging AI as a supportive tool, operators can benefit from its real-time information analysis, translation services, and data management, allowing them to focus more on empathetic communication and critical decision-making.
Additionally, ongoing investment in training programs for 911 operators can ensure that they remain up-to-date with the latest technological advancements. This approach would empower operators to better utilize AI tools while retaining their invaluable skills in emotional support, judgment, and adaptability.
Conclusion
While AI has the potential to enhance emergency response systems, completely replacing human 911 operators with AI technology raises significant concerns regarding the emotional and empathetic aspects of emergency calls, complex situational judgment, and adaptability in unpredictable circumstances. Striking the right balance between AI and human involvement seems to be the most promising path forward, allowing operators to harness the benefits of AI while maintaining the critical human touch that is essential in emergency response. Ultimately, the goal should always be to prioritize public safety, ensuring that every emergency call receives the most efficient and compassionate response possible.