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.
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.