However, he also emphasizes the importance of human empathy and understanding in emergency response, which cannot be replaced by AI. He suggests that AI should be presented to staff as a tool to complement their service, rather than a replacement. Elichai concludes by stating that AI is about improving what people do and how they do it, making it a very human technology.
Key takeaways:
- AI should be viewed as assistive intelligence, complementing human work rather than dominating it. This perspective is particularly relevant in emergency communications, where AI can help manage call surges, prioritize calls, and even detect staff stress levels.
- 82% of emergency call centers are understaffed and struggling with hiring and retention, and 74% are dealing with staff burnout. Outdated technology is exacerbating these issues.
- Implementing AI in emergency call centers can be met with resistance, but focusing on the human element and demonstrating how AI can complement and enhance their work can help manage staff uncertainty.
- AI's capabilities are as much about staff well-being as they are about operations. By managing workload, reducing stress, and improving job satisfaction, AI can help staff cope better with their toughest problems.