Feature Spotlight:
Critical Insights AI – QA Assistant
Meeting quality assurance (QA) standards is essential for every Public Safety Answering Point (PSAP), but staffing shortages often make reviewing the recommended 3-10% of calls difficult. Many PSAPs struggle to allocate time for QA, which can impact compliance, training and the ability to retain new hires.
Eventide Communications’ Critical Insights AI QA Assistant automates PSAP QA evaluations, allowing supervisors to assess 100% of medical, police and fire calls in seconds. Instead of manually reviewing calls one by one, supervisors can immediately pinpoint where standards were not met – enabling targeted coaching, compliance tracking and operational improvement.
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 created equal – generic AI models built for customer service calls lack the accuracy and context needed for 911 communications. Critical Insights AI has been trained on public safety data. The QA Assistant is specifically engineered for PSAPs, ensuring that AI-driven QA evaluations align with NENA/APCO standards across all emergency call types.
Eventide’s engineering team has fine-tuned AI language models to handle the complex, high-stakes environment of 911 call-taking. Unlike consumer-grade AI, Eventide’s AI platform recognizes emergency dispatch’s unique language, urgency and structured workflows, delivering accurate assessments that reflect real-world PSAP performance.
2. Review 100% of Calls Instantly
Supervisors manually reviewing calls can typically assess 48-72 calls in a 12-hour shift – without breaks or interruptions. With Critical Insights AI, that same assessment takes just seconds, allowing full coverage of every call taken by a PSAP.
- Time Savings: Automated reviews reduce the hours spent on manual QA, freeing supervisors to focus on coaching and training.
- Improved Compliance: Meet or exceed local and national QA requirements with real-time assessments across all emergency call types.
- Cost Efficiency: By automating PSAP QA processes, agencies can reallocate staff time to higher-value tasks without increasing labor costs.
3. Actionable QA Reports for Training and Recognition
Comprehensive QA reports provide a full-picture analysis of telecommunicator performance. By assessing every call, supervisors gain data-driven insights into individual and team strengths, areas for improvement and training opportunities.
- Identify Coaching Needs: Quickly flag calls where protocols were not followed and address gaps in training.
- Recognize Excellence: Highlight top-performing telecommunicators with data-backed performance metrics.
- Build Team Engagement: Use call data for constructive feedback, strengthening team morale and professional growth.
Automate Your QA
Critical Insights AI seamlessly integrates with Eventide’s NexLog DX-Series full ecosystem recorders. By using Critical Insights AI QA Assistant, PSAPs can meet compliance requirements, improve service quality and reduce administrative workload – all while ensuring telecommunicators receive the feedback they need to excel. It’s time to leverage technology to ease the staffing burden. Critical Insights AI is ready to assist you and your center.
