NiCE Unveils Inform AI to Support ECCs

NiCE has introduced Inform AI, a new solution designed to assist Emergency Communications Centers (ECCs) by using AI-powered transcription and search tools to manage call data more efficiently.

Chris Wooten, Executive Vice President, NiCE, said, “The infusion of AI into our already incredibly successful NiCE Inform solution marks a significant step forward in our vision of providing a single source of truth for Emergency Communications Centers.

ECCs have a vast treasure trove of incident information, including voice recordings, that they can now harness to improve emergency response.

Additionally, our AI addresses every-day challenges like automating manual work so supervisors can spend more time supporting staff and improving operations, which of course leads to better retention.”

Inform AI enables ECCs to automatically transcribe emergency calls, retrieve and review recordings through keyword search, and categorize calls by topic for quality assurance and training.

The tool aims to help with incident reconstruction, identify potential gaps in dispatcher training, and support accurate incident coding by comparing transcripts with CAD records.

With NiCE Inform AI, ECCs can:

• Improve staff retention.
• Improve situational awareness.
• Reconstruct incidents more thoroughly and faster.
• Automatically categorize calls for targeted quality assurance.
• Ensure accurate CAD incident coding.
• Facilitate internal investigations triggered by complaints.

Additionally, Inform AI may aid internal investigations by highlighting specific types of dispatcher interactions.

Part of NICE’s broader Inform platform – used by over 3,000 public safety agencies globally – Inform AI builds on the company’s capabilities in incident data management across voice, text, and CAD systems. The platform will be showcased at the NENA 2025 Conference & Expo in Long Beach, CA.

Reviewed by: Rachael Trickey