Critical Insights AI
The recorder you trust.
The intelligence you need.
Complete Lifecycle Support
for Your Center
Eventide Communications’ Critical Insights AI (CI AI) is a cloud-native extension of NexLog DX that delivers automated QA, operational intelligence, and analytics for public safety and mission-critical environments, call centers, campus security, and corporate security departments.
With built-in role-based dashboards and tiered-access permissions, CI AI ensures every telecommunicator, supervisor, or administrator sees only the tools and data they need. This strengthens compliance and security while simplifying day-to-day operations.
Because CI AI supports the complete communications center lifecycle, from hiring, onboarding, and training to automated QA/QM, wellness, and retention, agencies improve performance, efficiency, and consistency alongside the future of workforce support.
Why Choose Critical Insights AI?
TRAIN
- Training Simulator: Immersive training tool using real call data and agency-specific scenarios.
- E-Learning Modules: Built-in and aligned with APCO/NENA QA/QM standards at no additional cost.
- Reduced Time-to-Readiness: Automated feedback and guided practice speed up onboarding.
ASSIST
- Interactive Performance Dashboards: Role-based key performance indicators (KPIs) and compliance metrics for supervisors, administrators, and executives.
- MediaWorks AI: Transcript-driven search, redaction, and FOIA-ready exports make call review easier.
- SuperWatch AI: Real-time keyword alerts, anomaly detection, and shift monitoring.
EVALUATE
- Automated QA/QM: Score 100% of calls in real time using APCO/NENA-aligned or custom forms.
- CAD Validation: Automatically check data accuracy.
- Coaching Workflows: Built-in feedback ensures telecommunicators receive timely, consistent guidance.
- Evaluator Consistency Tracking: Dashboards show QA trends and reviewer reliability.
SUPPORT
- Stress Exposure Monitoring: Identify high-stress calls in real time and generate shift-level reports.
- Reduced Workload: Automate transcription, QA/QM, and reporting to give supervisors back valuable time.
- Fewer Traumatic Exposures: Minimize unnecessary exposure to stressful calls with AI-generated call summaries, transcript-driven review, and smart redaction.
RETAIN
- Positive911 Call Scoring: Flag commendable calls to recognize positive outcomes and reward strong performance.
- Performance Transparency: Dashboards track progress, evaluations, and training.
- Combined Wellness and Recognition: Use feedback and recognition to build engagement and reduce turnover.
Simulation-Based Learning & Faster Onboarding
- Training Simulator: Immersive training tool using real call data and agency-specific scenarios.
- E-Learning Modules: Built-in and aligned with APCO/NENA QA/QM standards at no additional cost.
- Reduced Time-to-Readiness: Automated feedback and guided practice speed up onboarding.
Customizable Dashboards & Operational Support
- Interactive Performance Dashboards: Role-based key performance indicators (KPIs) and compliance metrics for supervisors, administrators, and executives.
- MediaWorks AI: Transcript-driven search, redaction, and FOIA-ready exports make call review easier.
- SuperWatch AI: Real-time keyword alerts, anomaly detection, and shift monitoring.
Automated QA/QM for Every Call
- Automated QA/QM: Score 100% of calls in real time using APCO/NENA-aligned or custom forms.
- CAD Validation: Automatically check data accuracy.
- Coaching Workflows: Built-in feedback ensures telecommunicators receive timely, consistent guidance.
- Evaluator Consistency Tracking: Dashboards show QA trends and reviewer reliability.
Stress Exposure Monitoring & Efficiency Gains
- Stress Exposure Monitoring: Identify high-stress calls in real time and generate shift-level reports.
- Reduced Workload: Automate transcription, QA/QM, and reporting to give supervisors back valuable time.
- Fewer Traumatic Exposures: Minimize unnecessary exposure to stressful calls with AI-generated call summaries, transcript-driven review, and smart redaction.
Recognition & Retention
- Positive911 Call Scoring: Flag commendable calls to recognize positive outcomes and reward strong performance.
- Performance Transparency: Dashboards track progress, evaluations, and training.
- Combined Wellness and Recognition: Use feedback and recognition to build engagement and reduce turnover.
Platform-Level Capabilities
Role-Based & Tiered-Access Permissions: Staff only see the tools and data appropriate to their role.
Transcription & Translation: Accurate transcripts, searchable logs, and multilingual support.
Custom Dashboards: Agency-defined KPIs and centralized reporting via Analytics AI.
Audit & Security Controls: Encryption in transit and at rest, plus full audit logging.
Configuration Hub: Centralized management of permissions, alerts, integrations, and system health.
One vendor delivers it all.
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Recorder
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Analytics
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Integration
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Deployment
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Training
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Support
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Third-party tools
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Costly forklift upgrades
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IT complexity
Less downtime, simplified procurement, and faster results for your center.
MediaWorks AI
MediaWorks AI builds on the familiar MediaWorks DX interface experience and adds the automation, compliance, and intelligence today’s agencies require. It provides the same trusted playback and incident management workflows but supercharges them with transcript-driven search, AI-powered redaction, and automated compliance tools. Instead of manually combing through hours of recordings, supervisors and investigators can instantly locate calls with natural language queries, reconstruct incidents with AI-generated summaries, and export secure, court-ready packages for FOIA or litigation. Sensitive information can be removed quickly and accurately with AI-powered redaction, ensuring compliance without the burden of manual editing.
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Transcript-driven search for instant call discovery
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AI-powered redaction of both audio and transcripts
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Automated FOIA and litigation-ready exports
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AI-generated incident summaries and timelines
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Accurate transcript-to-audio alignment for legal integrity
These enhancements free staff from repetitive tasks, improve accuracy, and provide faster access to the critical intelligence hidden within recorded calls while preserving evidentiary-grade chain of custody.
Spend less time hunting for evidence and more time focusing on critical operations, while sensitive data stays protected and evidentiary integrity is preserved.
Did you know?
Eventide Communications’ Critical Insights AI platform offers AI Confidence Scoring for all of its Automated QA. Automated responses that the platform generates will be flagged with green (high confidence), yellow (moderate confidence), or red (low confidence), so you can complete forms with confidence.
Quality Factor AI
Quality Factor AI transforms manual, sample-based quality assurance into a fully automated, insight-driven process. While Quality Factor DX requires supervisors to spend hours selecting and evaluating a limited number of calls, Quality Factor AI evaluates every call automatically in real time. Built-in APCO/NENA-aligned forms and fully customizable templates make it easy to align QA with agency policies. Automated CAD data validation ensures compliance, while confidence scoring flags evaluations for review. Supervisors can close the loop with integrated coaching workflows, and telecommunicators benefit from faster, consistent feedback.
Quality Factor AI reduces supervisor workload, improves accuracy, and strengthens employee development by automating QA and providing complete visibility into evaluator trends and performance. Agencies gain a smarter, faster, and more consistent QA program that supports compliance, documentation, and long-term retention.
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Evaluate 100% of calls automatically in real time
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Built-in APCO/NENA forms plus fully customizable templates
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CAD data validation for accuracy and compliance
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Confidence scoring for proactive evaluation review
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Coaching workflows for immediate, consistent feedback
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Dashboards for evaluator consistency and QA trends
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Integrated e-learning and simulation tools for training
Supervisors save hours every week, QA programs become more accurate and consistent, and telecommunicators receive timely, constructive feedback that improves performance and retention.
Core Applications
A suite of applications tailored to each role at your center.
Together, these applications provide intelligence and automation for every role in the communications center.
Security, Compliance,
and Control
CI AI is deployed in AWS GovCloud with CJIS and FIPS 140-2-aligned architecture. SOC 2 Type II and HIPAA certifications are underway.
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Evidentiary-Grade Recording: Tamper-evident, court-admissible, full chain of custody.
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Encryption & Access Control: TLS 1.2+, AES-256, AWS KMS, and tiered RBAC.
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Audit & Retention: Automated retention schedules, litigation hold, and purge controls.
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Privacy & Ownership: Customers keep ownership of all content; no model training on customer data.
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Disaster Resilience: Geo-redundancy, automated backups, and rapid recovery.
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Automated Redaction: Protect sensitive information for CJIS, HIPAA, FOIA, and local requirements.
With automated QA and secure, evidentiary-grade recording, CI AI reduces IT burden, protects sensitive data, and ensures continuity.
Deployment Options
Critical Insights AI is designed to fit the unique needs of your communications center.
CI AI adds AI-driven capabilities to existing recording systems without disruption. It serves as a modern upgrade path for NexLog DX customers, offering AI analytics and automation while preserving evidentiary-grade recording.
Cloud-native software as a service (SaaS) deployment for agencies seeking to operate without on-premise hardware.
Combines DX local survivability with CI AI’s cloud-based analytics and automation.
Supporting Mental Wellness in Public Safety Communications
awareness • education • resources • technology
Upcoming Events:
- Expert Panels & Webinars
- Workshops
- Articles
- Resources
Testimonials
From Putnam County Office of Emergency Management
“Critical Insights AI made things easier and cut down my QA time by 50%. It pulled calls for us to QA, so I didn’t have to spend time hunting for calls to QA.” – T.W.
“The transcription was super helpful. Instead of jumping around in the call, I was able to see exactly what was said by reading. I also loved the major events section, summary, and timestamps.” – M.W.
Critical Insights AI Derives Input From:
- Phone/911 Audio
- i3-Log™ Events
- CAD Data
- Radio
- Agent Information
- Contextual Search
- Phone/911 Audio
- i3-Log™ Events
- CAD Data
- Radio
- Agent Information
- Contextual Search
Demo Videos
The release of the Critical Insights AI significantly raises the bar for the value that artificial intelligence brings to PSAPs. We take pride in bringing to market tools that not only optimize PSAP operations but also support the health and well-being of telecommunicators.
~ Brad Basile
Chief Operating Officer of Eventide Communications
(APCO 2024)
Why Choose Eventide Communications?
Complete Center Support from a Single Vendor
Built by the same team behind NexLog DX, CI AI natively integrates with Eventide recorders. Agencies eliminate the need for third-party tools, simplify procurement, avoid forklift upgrades, and receive seamless support from one trusted source.
Flexible Deployment
Extend NexLog DX, run parallel, or go cloud-native.
Trusted Reliability
Over three decades serving mission-critical communications.
Get deployment, training, and service from our certified local resellers.
From Recording to Intelligence
