More than 4 in 5 calls to 999 are not life-threatening, say almost half of NHS ambulance services
According to new research commissioned by Five9, almost two-thirds (64%) of ambulance services have no plans to implement AI technologies to alleviate pressures on staff and help with call handling at their contact centres.
For nearly half (45%) of NHS ambulance trusts, more than four in five calls are non-urgent or life-threatening, finds new research from Five9 through a Freedom of Information (FOI) request.
The figures come as ambulance services face unprecedented pressure with record-high response times and 12.5 million calls in the year from May 2021. Out of eleven of the fourteen UK Ambulance Service Trusts that responded, 91% are not currently using any artificial intelligence (AI) for call handling, meaning that most calls are operated manually. Almost two-thirds (64%) of respondents currently have no plans to implement AI technologies to help deal with the burgeoning number of calls to ambulance services.
Only two trusts plan to implement AI in the next twelve months, while a further two plan to adopt AI technologies to support call prioritisation in the next three to five years. AI technologies are already helping health services across the world manage high call volumes by identifying and screening non-urgent contacts.
Brian Atkinson, General Manager and Vice President EMEA at Five9, said,
“Today’s research suggests ambulance call handling staff are being flooded by non-urgent calls, taking precious time away from them to attend to patients who are most in need of critical care. As the NHS deals with unprecedented demand that shows little sign of abating, it must find new ways to facilitate faster emergency response times for the public,”
“It shows the untapped potential of AI to help handle high call volumes and collect information to pass on to call handling staff. As winter flu season looms and Covid cases will likely soar again, now is the time for the NHS to invest in technologies like conversational AI to help alleviate extreme pressures on staff while streamlining costs. This is not only about ensuring an ambulance service that is fit for purpose, but about supporting front line staff to deliver their best, while also maintaining citizens’ trust in this most vital of public services,” Brian continued.
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,500 customers worldwide and facilitating billions of customer engagements annually. Five9 provides end-to-end solutions with digital engagement, analytics, workforce optimization, and AI to increase agent productivity and deliver tangible business results. The Five9 platform is reliable, secure, compliant, and scalable. Designed to help customers reimagine their customer experience, the Five9 platform connects the contact center to the business while delivering exceptional customer experiences that build loyalty and trust.
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About the research: The Freedom of Information request was conducted by Five9 between June and July 2022 covering the period May 2021 – May 2022. Eleven out of the fourteen UK NHS Ambulance Trusts responded.