A six-month real-world deployment of a GenAI call-taking training system produced four lessons on delivery, rigor, resilience, and human factors drawn from 98,429 user interactions and organizational data.
Socio-technical systems: From design methods to sys- tems engineering.Interacting with Computers, 23(1):4–17
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Empowering 9-1-1 Calltaking Training with Generative AI: Experiences and Lessons Learned
A six-month real-world deployment of a GenAI call-taking training system produced four lessons on delivery, rigor, resilience, and human factors drawn from 98,429 user interactions and organizational data.