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Critical Insights AI for 911 Operational Intelligence and Quality Assurance

Critical Insights AI (CI AI) extends NexLog DX recorders with intelligent automation and analytics. Role-based dashboards, automated QA, transcription-driven review, and real-time alerts support consistent performance across PSAP and mission-critical communications workflows.

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What Is Critical Insights AI?

CI AI is Eventide Communications’ cloud-native analytics and automation platform designed for public safety communications. The platform extends NexLog DX-Series recorders to convert recorded interactions into searchable transcripts, automated evaluations, and actionable operational insights, without changing how agencies capture and protect evidentiary records.

CI AI provides automated QA, real-time alerts, and operational intelligence, training support, stress-exposure monitoring and reporting, role-based dashboards, and analytics tailored to PSAP and mission-critical communications.

Built for 911

QA workflows, APCO/NENA-aligned options, CAD validation, FOIA support, and role-based access controls help agencies maintain consistency and compliance without adding tool sprawl.

Why PSAPs Use CI AI

Complete Lifecycle Support for 911 Operations

CI AI supports the full center workflow model:

Train

Train

Assist

Assist

Evaluate

Evaluate

Support

Support

Retain

Retain

The platform strengthens consistency, reduces repetitive work, and keeps supervisors focused on high-value review and coaching.

Key outcomes

  • Faster onboarding and skills development through simulation tools
  • Increased QA coverage through automated call evaluation
  • Faster review and retrieval through transcription and contextual search
  • Reduced manual administrative work through dashboards, alerts, and reporting
  • Improved visibility into trends through KPIs and evaluator consistency tracking
Train

Train

  • Immersive training simulator using real call data and agency scenarios
  • Optional e-learning modules aligned with public safety standards
  • Automated feedback that shortens time-to-readiness
Assist

Assist

  • Role-based dashboards with KPIs and compliance indicators
  • MediaWorks AI for transcript search, redaction, and FOIA-ready exports
  • SuperWatch AI for real-time alerts, keyword spotting, and shift monitoring
Evaluate

Evaluate

  • Automated QA scoring for up to 100% of calls in real time
  • APCO/NENA-aligned forms and customizable templates
  • CAD validation to check data accuracy and documentation consistency
  • Coaching workflows for timely feedback and documented follow-up
  • QA trend dashboards and evaluator consistency tracking
  • AI confidence scoring to prioritize reviewer attention and keep humans in control
Support

Support

  • High-stress call flagging and shift-level reporting to focus review where it matters
  • Automated transcription, QA, and reporting that reduces supervisor workload
  • Summaries and redaction workflows that reduce time spent in repetitive review cycles
Retain

Retain

  • Positive call flagging to support recognition and reinforce best practices
  • Dashboards that show progress over time for individuals and teams
  • Consistent coaching records that support accountability and development

Platform Services

  • Tiered access and role-based permissions
  • Transcription and translation support
  • Analytics hub and centralized reporting
  • Audit logging and security controls
  • Administration and configuration management through a central hub

MediaWorks AI

Faster review, stronger compliance

Built for PSAP review workflows. Transcript-driven tools shorten review cycles, strengthen compliance handling, and simplify records production.

Core capabilities

  • Transcript-driven search and keyword/phrase discovery
  • Redaction for sensitive content across audio and transcripts
  • FOIA-ready exports and litigation packages
  • AI summaries and timelines for incident reconstruction
  • Transcript-to-audio alignment to support defensibility
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Quality Factor AI

Automated QA for complete visibility

From sample-based QA to real-time coverage. Quality Factor AI evaluates calls automatically using APCO/NENA-aligned or custom forms, then highlights low-confidence results for reviewer attention. CAD validation and coaching workflows support consistent scoring and documented improvement.

Core capabilities

  • Real-time automated QA evaluations
  • APCO/NENA-aligned templates plus custom forms
  • CAD validation and exception flagging
  • Confidence scoring to prioritize review
  • Coaching workflows and QA trend dashboards
  • Evaluator consistency reporting
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Security, Compliance, and Control

Secure deployment with strong access controls

CI AI is deployed in AWS GovCloud with CJIS- and FIPS 140-2/3-aligned architecture. Role-based access, encryption, and audit logging support secure operations and controlled review processes.

Highlights

  • Evidentiary-grade recording protections and chain-of-custody support
  • Encryption in transit and at rest, plus tiered access controls
  • Audit logging, retention controls, and redaction workflows for privacy requirements
  • Customer data ownership protections and controlled AI operation

Deployment Options

Flexible deployment for PSAP requirements

  • Extension of NexLog DX: Adds AI-driven analytics and automation while preserving trusted recording workflows
  • Standalone or parallel recorder: Cloud-native SaaS option with edge capture support where needed
  • Hybrid mode: Local survivability combined with cloud-based analytics and automation

Why Nelson Systems

Local expertise for installation, training, and adoption

Nelson Systems provides expert installation and training services to help agencies configure CI AI for local policies, QA forms, and operational goals. As a certified, top-tier Eventide reseller based in Springfield, Illinois, Nelson Systems supports agencies across the Midwest with regionally available staff for on-site deployment, workflow alignment, and post-go-live adoption. Implementation support includes role-based access setup, supervisor and QA manager training, and administrator onboarding so teams can apply CI AI consistently and securely across shifts and locations.

Nelson Systems core service areas for mission critical 911 recording include Kansas, Nebraska, Missouri, Iowa, Minnesota, Wisconsin, Illinois, Indiana, Tennesse, and Kentucky.
Request a Demo
Talk to Nelson Systems Sales

Request a Demo

Location

536 Bruns Lane, Unit 3 Springfield IL 62702

Phone

800-851-3348 or 217-793-1042

Email

support@nelsonsystems.com