From QA to Better 911 Call Handling with AI
October 15, 2025
In public safety, there’s no such thing as “just another call.”
Whether it’s a distressing 911 call or a routine, non-emergency call from citizens, the quality of communication can mean the difference between chaos and calm. That’s why Public Safety Answering Points (PSAPs) have long relied on Quality Assurance (QA) programs to evaluate 911 telecommunicator performance.
But let’s be honest: manual QA is slow, inefficient, and often reactive.
Imagine a world where QA isn’t just about scoring calls, but about continuously improving interactions and processes. That’s exactly what Verint Automated Quality Assurance for Public Safety, powered by the Verint Quality Bot, is offering.
From Reactive to Proactive 911 Quality Assurance with Automation
Traditional QA programs typically sample a very small portion of calls, creating blind spots and missed opportunities to improve call handling. With Verint, nothing slips through the cracks.
Using Verint Automated Quality Assurance for Public Safety, PSAPs can automatically score up to 100% of recorded phone and text interactions between citizens and telecommunicators.
That means that every call, every message, and every moment gets analyzed. No more guesswork and sampling bias, just consistent, comprehensive, and actionable insights right at your supervisors’ fingertips.
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Quality scoring is just the beginning. Real impact comes from what happens to the score cards.
While automated quality management tools have been available for a while for PSAPs to help evaluate more interactions, it’s time to go beyond the numbers to support the people behind the calls.
Coaching, mentoring, and performance monitoring are just as critical as scoring. When done right, they drive consistency, boost compliance, and reduce liability, which is a priority in the high-stakes world of 911.
That’s where the Verint Quality Bot steps in. Powered by generative AI and automation, the bot doesn’t just evaluate calls but also acts on them.
It takes 911 quality programs further by pinpointing areas for improvement and automatically assigning targeted coaching or training when needed.
Think of it as your always-on, always-objective virtual assistant that never overlooks a detail and always delivers unbiased, actionable guidance with your telecommunicators’ growth in mind.
Empowered employees, safer communities
Today staffing shortages are hitting 911 hard, with even the largest PSAPs struggling to keep dedicated Quality Assurance personnel on their team. Automated QA technology is no longer a nice to have, but an essential part of agency workflows.
With intelligent automation, QA becomes more than just a quality checklist. It turns into a dynamic engine for growth, supporting a culture of continuous improvement to:
- Strengthen telecommunicator proficiency
- Support employee retention
- Build a culture of excellence
By shifting the focus from manual reviews to smart and scalable support, your PSAP can stay resilient, responsive, and ready for future challenges.
Instead of waiting for quarterly reviews or sporadic feedback, your headset heroes can receive timely, objective guidance tailored to their specific needs. You’re not pointing fingers; you’re lifting your employees up.
Despite being on the front lines of emergency response coordination, 911 telecommunicators often remain invisible to the public eye. Recognizing and supporting their efforts isn’t just good management; it’s a moral imperative: when emergency employees are empowered, communities are safer.
And with repetitive tasks off their plate, your supervisors can focus on what they do best: coaching, mentoring, and leading with expertise and empathy.
Level Up Your 911 Quality Program with Verint
If your QA program is stuck in the past, it’s time to bring it up to speed with a smarter, faster, more human-centered approach to emergency call handling. By automating QA and embedding AI-driven coaching into your daily operations, your agency can:
- Reduce burnout and turnover
- Improve response times and outcomes
- Support a high-performance, supportive culture
- Boost citizen safety and experience
Built specifically for emergency services, Verint Automated Quality Assurance for Public Safety supports APCO and NENA standards and integrates seamlessly into existing public safety workflows.
Whether your QA program is on-prem or cloud-based, Verint fits right in without disruption to your daily operations.
Start improving call handling today. Learn more about Verint Automated Quality Assurance for Public Safety here.