> This is intended to handle the increase of calls that are related to one incident, so callers get automatically routed to an AI agent who asks if they are calling regarding the incident. If the answer is yes, then callers can receive information or updates, and if it's no, then the callers are transferred to a human.

You don’t need ‘AI’ for this really - all it needs is a prerecorded message asking that question and if the caller presses a button it continues. Or if they don’t respond for N seconds it puts them through to an operator. I guess you could use the AI to record that message ahead of time if they really have to, but it doesn’t need to be running in real time responding to people.

We’ve had stuff like this in the UK for years now to do this to prevent accidental dialling (where it will stop to ask “you are calling XYZ service” please confirm, kind of thing)

> all it needs is a prerecorded message asking that question and if the caller presses a button it continues.

This actually seems better with very little overhead. I'd very much prefer hearing a human recording than AI bot.

The potential I see for AI to help here is identifying and recording a message for "if you're calling about the whatever that just blew up on maple street press 1" situations because obviously the operators will be too bogged down to do that in the moment.