AI-powered transcription and searching unlocks hidden insights from every call, to improve productivity, emergency response and staff retention
NiCE announced the launch of NiCE Inform AI, which provides Emergency Communications Centers (ECCs) with AI-driven transcription and search capabilities. This innovation helps uncover valuable insights from every call while enhancing productivity, emergency response, and employee retention.
Around the world, ECCs are a virtual lifeline handling hundreds of millions of calls every year, but they also face daunting challenges, including high telecommunicator turnover, and work and data overload. NiCE Inform AI is addressing these issues with its enhanced AI and automation capabilities. NiCE Inform AI will be available to demo at the NiCE booth (#719) during the NENA 2025 Conference & Expo, taking place June 21-26 in Long Beach, CA.
Chris Wooten, Executive Vice President, NiCE, said, “The infusion of AI into our already incredibly successful NiCE Inform solution marks a significant step forward in our vision of providing a single source of truth for Emergency Communications Centers. ECCs have a vast treasure trove of incident information, including voice recordings, that they can now harness to improve emergency response. Additionally, our AI addresses every-day challenges like automating manual work so supervisors can spend more time supporting staff and improving operations, which of course leads to better retention.”
With NiCE Inform AI, ECCs can:
Improve staff retention. By automating manual tasks, including incident reconstruction and Quality Assurance, NiCE Inform AI gives supervisors more time back in their day to quality-assure calls, and coach and mentor staff, leading to higher staff retention.
Improve situational awareness. Every emergency call is automatically transcribed as it is recorded, allowing supervisors to gain timely insights for prompt and effective decision-making. For instance, they can quickly locate, retrieve and review calls connected to developing critical events, such as an active shooter situation or a car chase.
Reconstruct incidents more thoroughly and faster. Keyword searching can be used to retrieve additional communications related to a complex incident. Supervisors can also review transcripts alongside incident recordings for better clarity.
Automatically categorize calls for targeted quality assurance. ECCs have the ability to customize their Inform AI system to automatically categorize emergency calls based on spoken words. This includes pre-built categories such as calls from children, repeat callers, or those related to mental health crises, injured victims, shootings, missing children, bomb threats, suspicious packages, and more. ECCs can easily analyze call volumes for each category and also listen to individual calls to detect mishandled incidents, uncover training needs and bring best practices to the forefront.
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Ensure accurate CAD incident coding. By utilizing keyword searches along with searches by Computer-Aided Dispatch (CAD) incident types, ECCs can compare results to verify that telecommunicators consistently code and process incidents accurately.
Facilitate internal investigations triggered by complaints.ECCs can use keyword searching to identify rude, dismissive, or unresponsive telecommunicators, shedding light on reasons for hang-ups or callers needing to call back multiple times.
NiCE Inform AI is the latest enhancement to NiCE’s incident information management solution, NiCE Inform. Used by over 3,000 public safety agencies worldwide, NiCE Inform, now powered by AI, combines holistic capture and analysis of incident information (including 911 calls/texts, radio communications, Computer Aided Dispatch (CAD), RapidSOS data, and telecommunicator screen recordings) with automated solutions for reconstructing incidents, providing evidence, quality-assuring calls, and tracking performance metrics.
Source: Businesswire
