Feature Spotlight:
Critical Insights AI: Your Quality Assurance Program Toolkit
What Is a PSAP Quality Assurance Program?
A QA program sets the operational standard for how a PSAP measures quality and improves performance. It is a formal, continuous process used to monitor, evaluate, and strengthen the accuracy, consistency, and outcomes of emergency call handling and dispatch. It also supports compliance with public safety standards and legal requirements, as well as telecommunicator performance and support.
A complete quality assurance program typically consists of:
• Call, records, and incident review
• Performance standards and metrics
• Quality evaluation and scoring
• Feedback and coaching
• Training and professional development
• Documentation, compliance readiness, and governance oversight
• Evidence-based artificial intelligence tools
Why a Quality Assurance Program Matters in 911
Public trust, legal defensibility, and responder safety depend on consistent performance in mission-critical communications. QA programs help centers reduce risk, identify training needs, and maintain compliance through structured review and coaching. QA also supports leadership as call types evolve and accountability expectations increase.
Building a Quality Assurance Program With Critical Insights AI
A well-structured, Artificial Intelligence (AI)- assisted QA program is your PSAP Center’s pathway to excellence.
Critical Insights AI (CI AI) is Eventide Communications’ cloud-native recording and evidence-based AI QA platform, trained on 911 calls, hosted in AWS GovCloud. It combines secure call capture with analytics, automation, and role-based insights, converting recorded interactions into searchable transcripts, automated evaluations, and alerts while preserving evidentiary integrity.
CI AI functions as a standalone cloud-native recorder, a hybrid system, or as an extension of the NexLog DX-Series recorder, allowing agencies to add QA automation and analytics without a forklift upgrade. The result is a practical framework that integrates compliance requirements, performance improvement, and staff wellness into a single system.
Streamlined Records and Incident Review
CI AI strengthens call, records, and incident review by turning recorded interactions into searchable, context-rich evidence. Transcription and analytics support faster retrieval through contextual search, word and phrase spotting, and call summarization, while data aggregation brings voice, CAD, and supporting metadata together for clearer incident understanding. These workflows enable reviewers to move more efficiently while upholding evidentiary integrity and chain-of-custody expectations.
Performance Metrics With Automated QA Support
Performance standards and metrics require consistent scoring and clear visibility into results. CI AI supports automated QA and quality management by scoring up to 100% of calls in real time using APCO- and NENA-aligned forms or fully customizable templates. Measurable key performance indicators (KPIs) and transparent evaluations support accountability and consistent service quality, while reporting helps supervisors track performance patterns and validate progress over time.
Standardized Scoring With Supervisor Control
Quality evaluation and workflow scoring depend on consistent forms, efficient review cycles, and clear accountability. CI AI provides automated QA with real-time scoring, custom forms, and CAD data-entry validation to reduce manual effort and improve evaluation accuracy. Human-in-the-loop confidence scoring helps prioritize supervisor attention while keeping final authority with trained reviewers. These workflows operate within a single platform that also supports transcription, reporting, and redaction, thereby reducing tool sprawl and simplifying administration.
Feedback, Coaching, Staff Retention
CI AI helps supervisors deliver feedback more quickly and maintain consistent coaching: real-time evaluations and trend visibility help to surface coaching opportunities. Spending less time on manual QA work creates more room for coaching, recognition, and wellness support. High-impact call flagging also helps leaders recognize strong work, not only mistakes.
Training That Builds Skills
CI AI supports training and professional development through structured practice tied to agency standards. CI AI’s Training Simulator provides real agency call patterns, including local terms and conditions, so practice stays relevant. Automated feedback can speed up onboarding and reinforce standards by aligning training to your QA forms. QA results can also guide targeted training assignments for specific performance gaps, with optional e-learning integration available to support ongoing public safety education.
Governance and Compliance Controls
CI AI helps keep QA records organized and protected. Role-based access controls limit who can view or manage data, and audit logs show who did what and when. Recordings and data are encrypted while stored and in transit, supporting CJIS and FIPS 140-2 requirements. The platform also promotes redaction for FOIA and other privacy needs, along with retention rules, legal holds, and tracked purges, ensuring records are handled consistently.
A Unified Quality Assurance Program Toolkit in One Platform
Critical Insights AI combines automated QA, transcription, redaction, training support, dashboards, and reporting into a single platform, reducing tool sprawl and manual effort. CAD data validation supports accuracy and compliance, helping centers connect documentation quality, performance outcomes, and staff support within a single workflow. The result is a quality assurance program framework that links compliance, performance, and wellness without adding administrative burden.
