One of Spock’s famous lines from Star Trek is “that is quite logical”. We are in a modern age where Artificial intelligence (AI) is mastering the art of logic. Many people do not understand AI, and even the programmers who are developing AI do not understand the logic AI producing. For example in On-call Ma software, we are using AI to determine if we need to find a caregiver replacement, we are not sure how AI is using the data to figure out when to start the process of finding a replacement. According to our statistics, we know the accuracy is improving over time. The more AI listens to the conversation between on-call coordinator and the caregiver or the client, the more it improves on to determine when a call-out or canceled appointment happened.
One of the issues that On-call Ma have that we as human beings also have is making an assumption. Sometimes we draw a conclusion based on listening to only part of the communication. For example, a caregiver calls in. They leave a message their car is not working and cannot make their appointment. Most coordinators know that caregivers usually use the car scenario to cancel the visit because they do not want to go to work. However, there are cases where caregivers would call back, state the car is fixed, and able to make the visit. By the time the caregiver notifies the agency of their status, On-call Ma already found a replacement.
This type of assumption can cause issues where the client feels they are receiving poor service. However, On-call Ma is still young and it has a lot of time to learn. As Spock would say “live long and prosper.”