It is these types of calls that kept me from buying into Priority Dispatch and other script systems. Inane queries with no room for common sense equals poorly trained robots.
Why dispatch scripts are bad
- Thread starter N9JIG
- Start date
It is these types of calls that kept me from buying into Priority Dispatch and other script systems. Inane queries with no room for common sense equals poorly trained robots.
How far did your desk phone fall?
She sounds like she has < 3 months of experience in dispatch.
MTS2000des
5B2_BEE00 Czar
It's okay, Priority and APCO will soon be replaced by AI. Problem solved.
Yup, it's only a matter of time before AI makes its way into the PSAP. Automated dispatch is already gaining in popularity, and the automated calltaker isn't too far behind. The same infuriating AI that you get when you call a business for "support" is going to be querying you when you call 911 in many areas within a decade, you can bet on that.
Hi! Please tell me what your emergency is?
"Someone is shot!"
Okay, I heard...someone is hot...is that correct?
"NO! Someone got SHOT!"
Okay, I heard...someone has pot...is that correct?
"NO! A GUNSHOT!"
Okay, let's try this again...please tell me what your emergency is?
"SEND THE POLICE AND AMBULANCE! HURRY!"
Okay, please hold for the next available dispatcher!
*presses 0 trying to connect directly with a human*
Hi! Please tell me what your emergency is?
Hi! Please tell me what your emergency is?
"Someone is shot!"
Okay, I heard...someone is hot...is that correct?
"NO! Someone got SHOT!"
Okay, I heard...someone has pot...is that correct?
"NO! A GUNSHOT!"
Okay, let's try this again...please tell me what your emergency is?
"SEND THE POLICE AND AMBULANCE! HURRY!"
Okay, please hold for the next available dispatcher!
*presses 0 trying to connect directly with a human*
Hi! Please tell me what your emergency is?
Or do what Comcast does when continually pressing zero.
"We're sorry you're having an issue. Please try again later" <click>
I particularly enjoyed "And what caused the fall?" Um .... gravity?
Well. . .
You know, it's not a common call handled by dispatch centers from a pilot who ejected from an aircraft. Given the number of prank and other weird stuff that gets called in, its understandable the dispatcher might have needed a moment to gather herself.
But yeah, dispatchers around here are not allowed to think for themselves, making it difficult to fit the unusual call into a usual script.
You know, it's not a common call handled by dispatch centers from a pilot who ejected from an aircraft. Given the number of prank and other weird stuff that gets called in, its understandable the dispatcher might have needed a moment to gather herself.
But yeah, dispatchers around here are not allowed to think for themselves, making it difficult to fit the unusual call into a usual script.
MTS2000des
5B2_BEE00 Czar
We laugh, but the app generation are more comfortable with AI and will expect to be able to get "emergency self service". It's already been rolled out in some of the UAE, you register your device, and essentially what we do "OG" with ProQA Law/Fire/Med is done by an app. Gone are the queues waiting for call takers. Gone is the liability if/when a human screws up. Gone is the "no one answered" abandoned call queues.
We will be looking back 10-20 years as these being the "golden years" of PSAP/ECCs when humans handled every stage of the call, just like these AT&T operators do today recalling what was like in their "golden years" of the 80s thru early oughts.
It's inevitable. AI doesn't get sick, doesn't call out, doesn't get in fights on the floor, doesn't demand days off, doesn't use benefits, doesn't sue the company, doesn't get paid retirement.
"it doesn't get happy, it doesn't get sad. It just runs programs"
We will be looking back 10-20 years as these being the "golden years" of PSAP/ECCs when humans handled every stage of the call, just like these AT&T operators do today recalling what was like in their "golden years" of the 80s thru early oughts.
It's inevitable. AI doesn't get sick, doesn't call out, doesn't get in fights on the floor, doesn't demand days off, doesn't use benefits, doesn't sue the company, doesn't get paid retirement.
"it doesn't get happy, it doesn't get sad. It just runs programs"
IC-R20
LoBand Nation
- Joined
- Nov 19, 2018
- Messages
- 500
At least it will give the ham whackers some use. They can drive around patrols for people needing help and have 1 person sitting at the station to run inside and tell the dispatcher lmao
nashscan
Member
Our agency used ProQA for years. It's super cringey for both the dispatcher and the caller. You even think about using your brain and you get marked down.
