AI-Assisted Quality Assurance & Coaching Software

Complete QA coverage with human oversight

Turn Every Call into Insight

Emergency communication centers operate with zero margin for error, yet many still rely on manual QA—reviewing only a fraction of calls, delivering delayed feedback, and missing critical patterns.

With NiCE Inform AI, Quality Assurance and Improvement (QA/QI) is fully reimagined. Purpose-built for emergency communications and recorder-agnostic, it uses AI to score every call against established protocols, with human review and validation built in—delivering 100% QA coverage without added workload. AI-generated coaching suggestions provide timely, actionable insight, helping supervisors focus on meaningful coaching while supporting telecommunicator confidence and performance.

The result: smarter QA, stronger coaching, earlier risk detection and confident oversight—turning every call into an opportunity to improve outcomes and build trust.

Benefits

100% QA Scoring of All Calls

AI automatically evaluates and scores 100% of calls against established protocols, expanding QA coverage from a small sample to every call—without adding staff.

AI Coaching Suggestions

AI surfaces clear coaching suggestions and improvement tasks from every call, enabling supervisors to deliver timely, specific feedback that builds skills and confidence under pressure

Key Insights into Performance & Risk

Dashboards reveal center-wide trends, compliance gaps and emerging risks—by individual, team, shift or incident type—so leaders can act before issues escalate

Human-in-the-Loop Workflows

Combines automated insights with expert validation to deliver consistent quality and faster, more confident coaching

Customer Success

"We’re trying to take responsibilities away from our supervisors so they can focus on supervising. NiCE Inform has helped us do that by making our Quality Assurance process so much more efficient.”

Kari Morrissey, Asst. Director, Anoka County 911, Minnesota

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