- NiCE launches NiCE Inform AI to enhance Emergency Communications Centers (ECCs) with AI-driven transcription and search capabilities.
- NiCE Inform AI aims to improve productivity, situational awareness, and staff retention in ECCs.
- The solution will be showcased at the NENA 2025 Conference & Expo in Long Beach, CA.
HOBOKEN, N.J.--NiCE (NICE, Financial) has announced the introduction of NiCE Inform AI, an advanced AI-powered solution designed for Emergency Communications Centers (ECCs). The innovative platform provides transcription and search capabilities to unlock valuable insights from every call, thereby aiming to improve productivity, emergency response, and employee retention.
NiCE Inform AI addresses critical challenges faced by ECCs globally, such as high turnover rates among telecommunicators and substantial workloads. The AI-enhanced solution automates manual tasks, allowing supervisors more time to focus on quality assurance and staff mentoring, which is anticipated to lead to improved staff retention.
The solution automatically transcribes calls as they occur, providing timely insights that can enhance decision-making in real-time. For instance, supervisors can quickly identify and evaluate calls pertaining to critical events, such as active shooter situations or car chases, thereby improving situational awareness.
NiCE Inform AI also facilitates comprehensive and faster incident reconstructions. With keyword search functions, supervisors can retrieve additional communications related to complex incidents, alongside the ability to review transcripts in conjunction with incident recordings for better clarity.
The product allows for automatic categorization of calls based on specific spoken words. Pre-built categories include calls from children, repeat callers, or those related to mental health crises, among others. This functionality aids ECCs in analyzing call volumes and detecting mishandled incidents, bringing training needs and best practices to the forefront.
By integrating keyword searches with Computer-Aided Dispatch (CAD) incident types, NiCE Inform AI ensures accurate coding and processing of incidents, thereby facilitating better quality assurance. This feature also aids internal investigations triggered by complaints, enabling ECCs to identify issues such as rude or unresponsive telecommunicators.
NiCE Inform AI is set to be showcased at the NiCE booth, #719 during the NENA 2025 Conference & Expo from June 21 to 26 in Long Beach, CA. Furthermore, NiCE will be hosting a webinar titled "How AI is Transforming Emergency Communications" on July 9 at 12 pm ET, to further elucidate the capabilities of the new solution.
NiCE (NICE, Financial) is a leading provider of AI-powered platforms aimed at transforming the way organizations manage digital evidence and data across various sectors, with over 3,000 public safety agencies worldwide relying on their solutions.
