Why PSAPs Are Turning to AI-Powered QA Now
Posted by Beth Stapleton on 22nd May 2025
Smarter Evaluations.
Safer Communities.
Public Safety Answering Points (PSAPs) are under more pressure than ever—handling rising call volumes, evolving compliance standards, and increasing public expectations. Traditional QA methods simply can’t keep up.
That’s why forward-thinking PSAPs are turning to AI-powered Quality Assurance (QA) and Quality Management (QM) solutions. These tools don’t just streamline evaluations—they transform how agencies operate.
We partner with leading AI innovators to bring you the most advanced QA/QM platforms in public safety:
- Real-time transcription of calls for immediate QA review
- Keyword and phrase detection to flag high-risk or non-compliant calls
- Sentiment analysis to assess caller and dispatcher tone
- Searchable call logs for faster incident reconstruction and evaluation
- AI-driven call scoring based on your agency’s QA standards
- Customizable evaluation forms for different call types
- Automated reporting for trends, compliance, and training
- Integrated coaching tools to support dispatcher development
- Automated QA evaluations of 100% of recorded calls
- Consistent scoring based on predefined criteria
- Speech-to-text transcription for searchable, reviewable interactions
- Real-time alerts for compliance violations or critical incidents
- Performance dashboards to track trends and coaching needs
Why PSAPs Should Consider AI-Powered QA/QM?
- Staffing shortages require smarter resource allocation
- Compliance demands are rising—AI can automatically flag non-compliant language, missed protocols, and high-risk calls.
- AI can evaluate 100% of interactions
- AI can help support dispatcher development and morale
- AI tools are more accessible and affordable than ever
- Identify trends and training needs faster with AI
- Public trust depends on consistent, high-quality service
Let’s Talk About Your QA Goals
Whether you're upgrading your current system or building a new QA program, we’re here to help you lead with confidence.
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