NICE has introduced NICE Inform AI, an advanced AI-powered enhancement to its flagship NICE Inform platform, aimed at transforming Emergency Communications Centers (ECCs) through intelligent transcription, search, and automation capabilities. Announced ahead of a live demo at the NENA 2025 Conference & Expo, Inform AI is designed to help ECCs unlock actionable insights from vast volumes of emergency calls while alleviating operational challenges like staff turnover, information overload, and manual inefficiencies. “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,” said Chris Wooten, Executive Vice President, NICE.
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Inform AI allows for real-time call transcription, automated incident reconstruction, enhanced situational awareness, and call categorization based on keywords, enabling better decision-making, improved retention through supervisor support, and streamlined internal investigations. ECCs can also validate CAD coding accuracy and identify quality assurance issues more efficiently. With pre-built call categories such as mental health crises, shootings, and bomb threats, the system empowers agencies to analyze call patterns, detect training gaps, and surface best practices. Already used by over 3,000 public safety agencies globally, NICE Inform now offers even deeper operational intelligence through AI.