Feature Spotlight:

Critical Insights AI – QA Assistant and Customization

Every Public Safety Answering Point (PSAP) has unique quality assurance (QA) needs. Critical Insights AI’s QA Assistant provides a fully customizable approach to automated PSAP performance reviews, ensuring compliance with NENA/APCO standards while adapting to individual agency workflows. With PSAP quality assurance automation, supervisors can instantly evaluate calls, reduce administrative workload, and improve telecommunicator performance.

Cut QA Time in Half

Critical Insights AI’s QA Assistant autonomously evaluates 911 calls in seconds. This artificial intelligence platform comes preloaded with NENA/APCO-compliant QA forms for medical, police, and fire calls. The QA Assistant performs each evaluation with detailed scoring and direct evidence links, allowing supervisors to review flagged call segments in seconds. Pilot sites using the system have cut their QA time by more than half compared to traditional manual methods.

QA Assistant

PSAPs can choose from three different approaches to automating PSAP QA processes, each designed to match their workflow and level of oversight:

On-the-Spot QA: Supervisors can select any call, elect an evaluation form, and instantly evaluate any completed call with the QA Assistant generating a full assessment in real time. They can review responses, add comments, and finalize the evaluation for telecommunicator feedback.
Scheduled QA: The QA Assistant can complete a designated percentage of calls (e.g., 10% of medical calls) on a scheduled basis. PSAP supervisors can then access a file containing draft evaluations for review. Supervisors submit the finalized reports after reviewing and adjusting the assessments for accuracy.
Automated QA: The QA Assistant scores and comments on 100% of calls, providing a complete picture of performance trends by telecommunicator, shift, and call type. This option pairs well with the Supervisor Assistant for trend analysis and reporting.

Advanced Customization

For PSAPs with further customization needs, Eventide Communications’ expert technicians will fine-tune QA forms, workflows, and reporting features. Whether adapting existing forms or designing a fully customized QA program, agencies can tailor Critical Insights AI to meet their specific operational goals.