Thursday, January 15, 2026
Equature, a provider of communications recording and intelligence solutions for public safety agencies, has introduced SmartAgent, an AI-powered voice agent created specifically for 911, non-emergency, and public-safety contact centers. With this launch, Equature aims to help agencies manage increasing call volumes while maintaining high standards of accuracy and response quality.
SmartAgent allows public safety organizations to automate routine and administrative calls, collect essential information from callers, and generate structured incident records in real time. As a result, call-takers can focus more attention on situations that demand immediate human judgment and rapid decision-making. Instead of replacing human operators, the technology works alongside them to improve overall efficiency and service continuity.
Unlike traditional call-center automation tools, SmartAgent is purpose-built for the operational realities of emergency communications. Because seconds matter in public safety environments, the system prioritizes speed, precision, and reliable escalation. SmartAgent can answer incoming calls, guide callers through a series of targeted questions, determine the nature of the request, and produce standardized call data that dispatchers and supervisors can act on without delay.
“Public safety agencies are under increasing pressure from staffing shortages and rising call volumes,” said Joe Mosed, CEO of Equature. “SmartAgent gives agencies a way to absorb demand without sacrificing response quality. It provides a controlled, auditable way to use AI for routine and administrative calls while keeping human dispatchers focused on true emergencies.”
In addition, SmartAgent is designed to mirror the workflows used in Public Safety Answering Points (PSAPs) and emergency communications centers. The system can identify whether a call is emergency or non-emergency and, when necessary, immediately transfer life-threatening situations to live call-takers. This emergency-aware approach ensures that automation never delays urgent response efforts.
Moreover, SmartAgent captures critical details such as caller identity, location, reason for the call, and other operational data points as conversations occur. The platform formats this information into structured records that support dispatch operations, reporting, and follow-up actions. By standardizing data at the point of intake, agencies can reduce manual documentation and minimize the risk of missing key details.
To further streamline operations, SmartAgent integrates directly with Equature ViewPoint, the company’s existing recording and analytics platform. Through this native integration, calls are automatically recorded, transcribed, summarized, and categorized. This creates a unified workflow that supports quality assurance, compliance, and performance review without adding extra steps for staff.
Importantly, Equature designed SmartAgent with strict public-sector data requirements in mind. Agencies retain full control over recordings, transcripts, and AI-generated outputs, while standard government retention schedules and security policies remain in place. This approach supports transparency, accountability, and regulatory compliance—critical factors in public safety environments.
Overall, the launch of SmartAgent reflects Equature’s focus on practical AI adoption in mission-critical settings. By combining automation with human oversight, the solution helps agencies handle growing demand while preserving the reliability and trust that emergency services require.
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