According to António Pombeiro, Deputy Secretary-General of the Internal Administration, who spoke to journalists on 20 June in Porto, “if the pilot project goes well, we are prepared to start using the system to answer calls as of 2025.”
Currently, we are facing “a very recent technology”, and there is the “need to do many tests”, admitting that for now we are “very much in the unknown”, so the operation of the pilot project will be key.
“In certain situations, we have waiting periods due to the great amount of calls. This happens when there are incidents that involve a lot of publicity, a lot of people watching what is happening and everyone has the initiative to call 112”, said António Pombeiro, giving the example of urban fires.
That’s great, you’re not everyone though, and you’re not fielding everyone’s calls either.
I’m in Healthcare. A massive chunk of our calls are simply “you have an order expected on (date), and shipping to (your address), is this information correct? Yes? Awesome, kthxbye”.
That’s it. By utilizing automatic dialers for that kind of thing we’re freeing up a ton of time for the real people to do more difficult hands on customer service.
I’m gonna say it, you’re the same person my great grandfather was, complaining about ATMs because they were over complicated.
Concerning support calls, if my errand can be handled by bots I can most often just get it done on the website. When i actually pick up the phone, unfailingly my issue is enough of an edge case that the automated bots cant handle it, and just end up wasting my time.
Look at the date, 2025, those issues will be very probably mostly resolved by then. Not saying that those things are not real problems now, just pointing out that we are talking about pretty damn far future in terms of ai.
Yeah, I do understand the frustration the same as with ATM when they were new if you don’t have the background knowledge then navigating menus and pressing buttons feels strange - that tech soon became ubiquitous though and for most people today ATM are basically obsolete because phone apps are far more convenient.
I think we’ll see the same happen, everyone will get used to talking to AI and systems will be refined - it won’t be long before you don’t even need to call up to get them to change your account because you’ll just tell your AI to sort it out and it’ll handle all the communication.
I’m not opposed to technology or progress. If the task I’m calling about can be easily automated then it should be available to do online, and if it’s online, I’ll do it every time on there. But companies are more and more using forcing phone calls and horrible automated systems to discourage people from doing things they don’t want them to do (requesting a refund, cancelling an account, making a complaint) in the hopes that the experience will be so discouraging that they’ll give up. It’s literally a dark pattern.
Besides which, if the problems are that straight forward and easy to automate, machine learning is entirely unnecessary for dealing with them.
I think you’re being quite naive about how developments in this area could make our lives significantly worse.