Automate the Process
Meeting quality assurance (QA) standards is critical for every Public Safety Answering Point (PSAP), but staffing shortages often make it challenging to review even the recommended 3–10% of calls. As a result, many centers struggle to keep up, which can affect compliance, training, and new hire retention.
Eventide Communications’ Critical Insights AI QA Assistant automates the QA process, allowing supervisors to evaluate 100% of medical, police, and fire calls within seconds. Instead of manually reviewing each call, supervisors can quickly identify where protocols weren’t followed—enabling focused coaching, improved compliance, and enhanced operational performance.
3 Benefits of Critical Insights AI’s QA Assistant
1. Purpose-Built for 911 QA and NENA/APCO Standards
Not all artificial intelligence (AI) is built for the demands of 911 communications—most generic models designed for customer service calls lack the precision and context required in emergency settings. Critical Insights AI is different. It’s trained specifically on public safety data, and the QA Assistant is purpose-built for PSAPs, delivering evaluations that align with NENA/APCO standards across all types of emergency calls.
Unlike consumer-grade AI, Eventide’s platform is built to recognize the urgency, specialized language, and structured protocols of emergency response—delivering precise, actionable insights that truly represent PSAP performance.
2. Review 100% of Calls Instantly
Supervisors manually reviewing calls can usually evaluate only 48–72 calls in a 12-hour shift—assuming no breaks or interruptions. With Critical Insights AI, that same level of assessment happens in seconds, enabling comprehensive review of every call handled by a PSAP.
Time Savings: Automated reviews dramatically cut down the hours spent on manual QA, giving supervisors more time to focus on coaching and training.
Improved Compliance: Real-time assessments across all emergency call types help ensure your center meets or exceeds local and national QA standards.
Cost Efficiency: Automating the QA process allows agencies to shift staff resources to higher-value tasks—without raising labor costs.
3. Actionable QA Reports for Training and Recognition
Comprehensive QA reports offer a complete view of telecommunicator performance. By evaluating every call, supervisors gain data-driven insights into individual and team strengths, areas needing improvement, and opportunities for targeted training.
Identify Coaching Needs: Quickly flag calls where protocols were not followed and address gaps in training.
Recognize Excellence: Use data-driven metrics to recognize and reward top-performing telecommunicators.
Build Team Engagement: Use call data for constructive feedback, strengthening team morale and professional growth.
Automate Your QA
Critical Insights AI integrates effortlessly with Eventide’s NexLog DX-Series full ecosystem recorders. With the QA Assistant, PSAPs can streamline compliance, enhance service quality, and minimize administrative tasks—while ensuring telecommunicators get the feedback they need to succeed. It’s time to let technology lighten the load. Critical Insights AI is here to support you and your center.