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NiCE has launched NiCE Inform AI, a groundbreaking solution designed to enhance Emergency Communications Centers (ECCs) with AI-driven transcription and search capabilities. This innovation aims to improve productivity, emergency response, and staff retention by unlocking insights from every call.
NiCE Inform AI enhances ECCs with AI-powered transcription and search.
Automates tasks to improve staff retention and operational efficiency.
Enables faster incident reconstruction using keyword searches.
Automatically categorizes calls for targeted quality assurance.
Ensures accurate CAD incident coding and supports investigations.
Available for demo at NENA 2025 Conference in Long Beach, CA.
NiCE Inform AI addresses critical challenges faced by ECCs, such as high telecommunicator turnover and data overload. By leveraging AI and automation, the solution streamlines operations, allowing supervisors to focus on mentoring staff and improving response times. "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," said Chris Wooten, Executive Vice President, NiCE.
The AI-powered transcription feature automatically transcribes emergency calls as they are recorded, enabling supervisors to gain timely insights. This capability is crucial for critical events, such as active shooter situations, where quick access to call data can inform decision-making. Keyword searches further allow ECCs to retrieve and review related communications swiftly.
NiCE Inform AI simplifies incident reconstruction by enabling keyword searches to identify additional communications tied to complex incidents. Supervisors can review transcripts alongside recordings, ensuring clarity and thoroughness in analyzing events, which is vital for accurate reporting and response evaluation.
ECCs can customize NiCE Inform AI to categorize calls based on spoken words, such as those involving mental health crises or repeat callers. This automation helps analyze call volumes, detect mishandled incidents, and identify training needs, fostering best practices and improving overall call handling.
By comparing keyword search results with Computer-Aided Dispatch (CAD) incident types, NiCE Inform AI ensures telecommunicators code incidents accurately. This feature enhances data reliability, which is critical for operational efficiency and compliance in emergency response.
The solution facilitates investigations triggered by complaints by using keyword searches to identify problematic interactions, such as dismissive or unresponsive telecommunicator behavior. This capability helps ECCs address issues promptly, improving service quality and caller satisfaction.
NiCE Inform AI builds on the widely adopted NiCE Inform platform, used by over 3,000 public safety agencies globally. By integrating AI, it offers a comprehensive solution for managing incident information, from 911 calls to CAD data, driving digital transformation in public safety.
NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
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