Start Date
16-8-2018 12:00 AM
Description
Speech Recognition (SR) technologies have matured rapidly since the 1990s in both commercial and consumer applications. Telecommunications was an early adopter of this technology from recognition of speech patterns to decision making processes for services involving traditional operator and assistant services. Despite early adoption, SR technologies are excluded from Emergency Services, most notably the national 9-1-1 dialing pattern. This paper explores the obstacles to incorporating SR into Emergency Services. Semi-structured interviews with industry experts were conducted to explore the potential of SR in emergency services. The themes exhibit concern for liabilities, inadequate processes and poor technical understanding that impede consideration for this technology. The appetite for adopting agile solutions is evolving. The consumer may be more risk accepting where the service and solution provider remains risk adverse. The obstacles presented may inhibit society from the benefits of SR as an Artificial Intelligence (AI) solution for Emergency Services 9-1-1.
Recommended Citation
Strobel, Michael and Dwyer, Catherine, "Obstacles to Adopting Speech Recognition in Emergency Services Solutions" (2018). AMCIS 2018 Proceedings. 25.
https://aisel.aisnet.org/amcis2018/AdoptionDiff/Presentations/25
Obstacles to Adopting Speech Recognition in Emergency Services Solutions
Speech Recognition (SR) technologies have matured rapidly since the 1990s in both commercial and consumer applications. Telecommunications was an early adopter of this technology from recognition of speech patterns to decision making processes for services involving traditional operator and assistant services. Despite early adoption, SR technologies are excluded from Emergency Services, most notably the national 9-1-1 dialing pattern. This paper explores the obstacles to incorporating SR into Emergency Services. Semi-structured interviews with industry experts were conducted to explore the potential of SR in emergency services. The themes exhibit concern for liabilities, inadequate processes and poor technical understanding that impede consideration for this technology. The appetite for adopting agile solutions is evolving. The consumer may be more risk accepting where the service and solution provider remains risk adverse. The obstacles presented may inhibit society from the benefits of SR as an Artificial Intelligence (AI) solution for Emergency Services 9-1-1.