Intelligent Voice

Intelligent Voice

Scalable, Secure Speech Recognition and Natural Language Processing for highly regulated and privacy sensitive environments. The Intelligent Voice Speech Analysis Software provides a powerful and comprehensive suite of speech analysis capabilities, covering e-discovery / e-disclosure, live and post call compliance monitoring, PCI redaction, legal and regulatory services, and fraud prevention.

Features

  • Fastest and most accurate speech to text engine commercially available
  • Makes audio and video files keyword searchable for review
  • Real-time conversation monitoring for contact centre agents and supervisors
  • Live, non-enrolled, biometric Speaker Identification and revalidation
  • Proprietary topic extraction specifically calibrated for voice
  • Patented SmartTranscript™ html file, with in-player topic navigation
  • Automatic redaction of pre-defined data classes (e.g. PCI)
  • Foreign languages and industry-specific vocabulary
  • Full self-service model building capabilities
  • Biometric search for persons of interest

Benefits

  • Identifies themes and concepts in otherwise non-searchable data
  • Enables a more targeted review of audio data files
  • Automated compliance alerts for regulated environments
  • Explainable, defensible flagging of potentially untruthful claims and statements
  • Automated credibility alerts for fraud and other risk environments
  • 50%+ reduction in time spent on audio investigations
  • No trade-off between processing acceleration and transcription accuracy
  • Algorithmic surfacing of blind spots and unknown unknowns
  • 16 times improvement in call steering and dissemination
  • Utilisation-based pricing

Pricing

£10000 per instance

Service documents

G-Cloud 11

125584269876524

Intelligent Voice

Nigel Cannings

+442036272670

jessica.harvey@intelligentvoice.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints None
System requirements
  • GPU-accelerated hardware or cloud instance
  • Audio or video to process

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within service levels
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels • Standard: Monday to Friday, 09:00 - 17:30 UK
• Premium: 24 / 7 / 365
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Online training. Onsite training. User documentation.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction Audio and video files, and transcripts in all the available formats, can all be extracted at any point during the contract, including contract end. Associated metadata and unique identifiers can also be extracted from the open-source database during or at the end of the contract. IV would provide such assistance and information to the Client or a New Service Provider as necessary to enable as efficient and effective a transfer of services as possible.
End-of-contract process There are no additional costs associated with an end of contract.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
API Yes
What users can and can't do using the API A fully documented REST-based API supports all user functions
API documentation Yes
API documentation formats
  • HTML
  • ODF
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation By agreement with Intelligent Voice Limited

Scaling

Scaling
Independence of resources Users will not be affected by the demand other users may place on our service.

Analytics

Analytics
Service usage metrics Yes
Metrics types Hours processed,
Custodians (i.e individuals) processed,
Phone lines / numbers
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach API, UI or Command Line
Data export formats
  • CSV
  • Other
Other data export formats
  • .html
  • .eml
  • .wav
  • .txt
  • .xml
  • .dat
Data import formats
  • CSV
  • Other
Other data import formats
  • 16-bit Signed Integer PCM .wav
  • H264 video codec, AAC audio codec .mp4

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 99%
Approach to resilience Shared-nothing high-availability setup with multiple redundant servers. Geographic replication. DNS based failover.
Outage reporting Email alerts and API

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Role-based access control
Access restriction testing frequency At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Board level responsibility
Information security policies and processes All staff empowered to review and escalate security risks.
Designated individuals responsible for reviewing security.
Secure-by-design software development including security reviews during development process.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All software development assets are stored in a version control system. Software development lifecycle is tracked in change control system. Security review is done during development and at regular intervals.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Threats are actively triaged and prioritised by development teams. Patches can be deployed within 1 hour if required. Information on threats comes from internal review, client escalation, and supplier notice (including tracking open source software vulnerability reports).
Protective monitoring type Undisclosed
Protective monitoring approach Review processes and automated intrusion detection. Response includes internal review and client disclosure. Response time depends on severity and nature or incident, can be sub-1-hour response.
Incident management type Undisclosed
Incident management approach Pre-defined responses for some events. Dedicated support routes for users. Incident reports typically distributed by email.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £10000 per instance
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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