If you thought AI customer service bots were bad, just wait until you need to convince a large language model that yes, you have been involved in a car accident, actually.
According to new reporting by the Shreveport Times, officials at the Orleans Parish Communication District — the emergency dispatch agency for the city of New Orleans — are now integrating AI answering agents into its workflow.
The new tool is called AI Emergency Call Triage, offered by a company called Carbyne. Its function is essentially to triage incoming calls to dispatchers, bumping high-priority emergency calls to humans, and automatically handling repeat calls related to ongoing incidents, the Times explains.
Starting in April, New Orleans experimented with implementing the AI for 311 calls, a phone line meant to connect callers to local government information and non-emergency services.
