ECC NEAL

PROBLEMS + SOLUTIONS

Handle Non-Emergency Demand More Efficiently

Non-emergency calls can consume a significant amount of your team’s time, even when they do not require an emergency response.

NEAL helps your center handle appropriate non-emergency calls automatically while maintaining your agency’s policies, local knowledge, escalation rules, and service expectations.

Optimize telecommunicator time

Reduce the non-emergency workload handled by telecommunicators.

No guidecards or policies

Little to no data and information is tracked or collected in many non-emergency call configurations.

Adapt to changing call conditions

Phone trees and programmed responses cannot recognize when a call needs human judgment.

Non-Emergency AI Should Adapt to Your Center

Your center has its own policies, services. procedures,and expectations.

NEAL does not rely on a generic national script. It is configured around how your agency handles non-emergency calls.

Agency-specific NEAL Guidecards define what information should be collected, what questions should be asked, how different situations and requests should be fulfilled or handled, and when a call should be transferred to a person.

The result is non-emergency call handling designed around your operations instead of requiring your operations to adapt to the technology.

Key Features

Learns your
non-emergency
call process

NEAL learns how your agency handles non-emergency calls and drafts the guidecards and workflows for you.

Natural Call Handling

NEAL gathers information from callers with a conversational voice, and guides the interaction based on the workflows your agency has approved.

Automated Escalation

Define the situations that require a person. When circumstances change or human judgment is needed, NEAL can transfer the caller according to your agency’s workflow.

Context-Aware Human Handoff

When NEAL is paired with CommsCoach ASSIST, the telecommunicator can receive the information already gathered so the caller does not have to start over.

Flexible Deployment

NEAL can operate independently without QA, ASSIST, CAD integration, or on-premise hardware.

Hire with Confidence Using Clear,  Evidence-Based Insight

Hire with Confidence

Gain clear, evidence-based insights into each candidate’s aptitude, composure, and readiness for 9-1-1 communications roles.

Ensure Fair and Consistent Evaluation

AI-powered scoring and benchmarking deliver fast, objective results that promote equitable hiring decisions and reduce bias.

Simplify the Hiring Process

Centralized tools streamline exam creation, assignment, scoring, and communications.

Deliver a Seamless Candidate Experience

An intuitive portal keeps applicants informed and engaged throughout testing.

Protect Testing Integrity

Built-in authentication and anti-cheating safeguards ensure all assessments are secure, verifiable, and trustworthy.

Build a Continuous Development Pipeline

When integrated with CommsCoach TRAIN, assessment results automatically create personalized learning paths. This creates a direct bridge between hiring, onboarding, and ongoing readiness.

HOW IT WORKS

How NEAL Works

BUILD
NEAL Learns How Your Center Works

NEAL gathers information and provides a framework for the initial call types, policies, required information, escalation criteria, and workflows NEAL should follow.