6. Critical Insights AI Overview

Critical Insights AI from Eventide Communications™ is a SaaS Service that comprises a suite of AI-based software productivity tools used to help PSAPs increase their productivity and achieve regulatory compliance goals. These tools are made available from Critical Insights AI, the new web-based CIAI user interface (hereinafter referred to as CIAI), which is based on MediaWorks DX.

The CIAI UI is virtually identical in appearance to the standard familiar MediaWorks DX UI and retains most of its standard features. However, CIAI has been modified and features some important differences, taking advantage of AI and other enhanced features of NexLog DX-Series recorders.

Note

A principal difference between the CIAI Service and MediaWorks DX is that the CIAI Service running on the cloud-hosted machine does not have recording capabilities, i.e., it is not a recorder. Rather, it ingests recordings from either a NexLog DX-Series recorder, an Eventide Communications Secure Edge Capture Device, or other third-party recording solution, such as Webex API.

CIAI is currently deployed as a SaaS offering in Amazon Web Services (AWS), hosted by Eventide Communications, and employs a single deployment model dedicated to each agency (rather than being a multi-tenant environment). This means customers’ data is partitioned off from that of other customers, security-wise.

Future deployments that support appliance-based NexLog™ DX-Series recorders (i.e. on-premises) and virtual appliances (VMs) are anticipated, and will be made available in due course, coinciding with the evolving Eventide Communications product road map.

For more information about on-premises deployments, Contact Eventide Communications Sales.

Critical Insights AI

Fig. 6.1 Critical Insights AI

6.1. CIAI Feature Overview

Feature-wise, CIAI functionality and capabilities include:

  • Centralized access for the transfer and replication of call recordings and metadata to the CIAI SaaS user interface from one or more NexLog DX-Series recorders.

  • End user access to recordings and media from geographically-dispersed source recorders and ability to replicate recordings to CIAI, a single centralized location.

  • Metadata tagged to calls based on insights derived from NexLog recordings.

  • AI-based agents called “Assistants” that help users with various tasks.

There are four types of assistants:

AI Research Assistant:

  • Locate specific recordings or search for calls by using keyword search analysis.

  • Build incidents, analyze call transcripts, or conduct research for police or legal investigations and Freedom of Information Act (FOIA) requests.

QA Assistant:

  • Facilitate 911 agent call-handling QA evaluations for compliance with state and local regulatory reporting and auditing requirements, e.g., 911 telecommunicator training mandates. Runs in the background.

  • Increase situational awareness during 911 calls.

Supervisor Assistant: Used for the following PSAP agency objectives:

  • Assist agencies with reporting and auditing requirements to maintain agency operational standards

  • Assist with staffing management decisions.

  • Report on agent health and well-being through voice sentiment analysis.

Library Assistant:

  • Enable assignment of tasks to the Library Assistant when evaluating a transcript.

  • Run tasks automatically: directs the AI Assistant to automatically evaluate transcripts.

  • Enable users to assign tasks to AI when performing Agent QA evaluations.

Note

The Library Assistant is internally configured and runs in the background. It does not have a customer-facing user interface.