I’ll keep it simple and based on the article in question:
Right now, people who need help are waiting longer to talk to an operator becauase operators field lots of calls about large incidents (or well-witnessed incidents).
That’s causing harm RIGHT NOW.
The theory is that if you offer callers a way to NOT TAKE UP OPERATOR TIME for incidents that are known, then the people who need help talk to an operator faster and get help faster.
That is what the article presents as what they’re doing.
I’ll keep it simple and based on the article in question:
Right now, people who need help are waiting longer to talk to an operator becauase operators field lots of calls about large incidents (or well-witnessed incidents).
That’s causing harm RIGHT NOW.
The theory is that if you offer callers a way to NOT TAKE UP OPERATOR TIME for incidents that are known, then the people who need help talk to an operator faster and get help faster.
That is what the article presents as what they’re doing.
Everything you are saying is pure speculation.
You may well be right. We’ll see.