Intelligent Voice

Intelligent Voice

• Fastest and most secure commercially available Automatic Speech Recognition
• Biometric non-enrolled Speaker Identification
• Proprietary Topic extraction
• Credibility Analysis calibrated by use case
• Live Call Management
• PCI Redaction
• MiFID II & GDPR compliance
• Media Monitoring
• Archive Retrieval
• Legal eDiscovery and Forensics

Features

  • Fastest and most secure speech to text engine commercially available
  • Transcribe and alert in real time or after the fact
  • Excels on low quality audio such as telephone calls
  • Biometric non-enrolled Speaker Identification
  • Credibility Analysis calibrated by use case
  • SmartTranscript™ html file, with in-player topic navigation
  • Proprietary topic extraction specifically calibrated for voice
  • Video and audio, phonetic & text based search capabilities
  • No trade off between acceleration and accuracy
  • Full self-service language model building

Benefits

  • 50%+ reduction in time spent on audio investigations
  • In call alerts for contact centre agents and supervisors
  • Automated compliance alerts for regulated environments
  • Automated credibility alerts for fraud and other risk environments
  • Biometric search for persons of interest
  • Rapid and incontestable responses regarding any disputed phone call
  • Utilisation-based pricing
  • Deploy cloud or on premise, networked or air-gapped
  • Can run air-gapped indefinitely: no network or internet access
  • Deployments 1 to 6 weeks from signature

Pricing

£10000 per instance

Service documents

G-Cloud 10

158782190258647

Intelligent Voice

Nigel Cannings

+442036272670

jessica.harvey@intelligentvoice.com

Service scope

Service scope
Service constraints None
System requirements Audio or/and Video files and/or streams to process

User support

User support
Email or online ticketing support Email or online ticketing
Support response times • 1 - Business Critical Failure: 4 hours
• 2 - System Defect with Workaround: 2 Business Days
• 3 - Minor Error: 30 Business Days
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
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
  • PDF
  • Other
Other documentation formats
  • Open Document Text (.ODT)
  • XPS Document (.XPS)
  • Plain Text (.TXT)
  • Rich Text Format (.RTF)
  • Word XML Document (.XML)
  • Word Document (.DOCX, .DOC)
  • Works 6-9 Document (.WPS)
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
Using the web interface Intelligent Voice customers can:
Define different internal customers or stakeholders;
Define different projects for an internal customer or stakeholder:
Define different workstreams within a project;
Create and maintain users;
Grant user access to one or more workstreams, projects or internal customers / stakeholders;
Batch process and grouping of audio/video;
Real-time process monitoring by batch job, individual items or by processing workers: transcription, biometric speaker separation, topic extraction;
Search by phonetic, transcribed text or word probability lattice;
Search by single and multiword phrases within n words or not within y words of other phrases;
Filter by internal customer / stakeholder, project, workstream, date and time range, and / or From and / or To contact details;
Navigate by Topics hypertree within a results or data set;
Phonetic search parameterisations;
Apply redactions;
Refer items to other users;
Select and generate different transcription type(s): Plain Text, SmartTranscript, etc;
Close off workstreams, projects or customers / stakeholders
Review audit logs;
Utilisation monitoring.
Web interface accessibility standard WCAG 2.0 AA or EN 301 549
Web interface accessibility testing Not Disclosed
API Yes
What users can and can't do using the API A fully documented REST-based API supports all the functions detailed in the above Web Interface section, and more besides:
Lexical Model customisation;
Acoustic Model customisation;
Overall Language Model selection;

The web interface is built over the API, with no direct database connectivity. Everything available through the web interface is likewise available through the API.
API automation tools OpenStack
API documentation Yes
API documentation formats
  • HTML
  • PDF
  • Other
Command line interface Yes
Command line interface compatibility Linux or Unix
Using the command line interface Occasional new Beta features

Scaling

Scaling
Scaling available No
Independence of resources Users will not be affected by the demand other users may place on our service.
Usage notifications No

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • Number of active instances
  • Other
Other metrics
  • Usage metric is hours of audio / video processed
  • Metric applies whether for speech-to-text or biometric analysis
Reporting types
  • API access
  • Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach In-house
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

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Files
  • Project Workstreams
  • Projects
  • Internal Customers / Stakeholders
  • Entire Database
Backup controls By instructing the support team
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users contact the support team to schedule backups
Backup recovery Users contact the support team

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability 99% availability with pro rata refund
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 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 Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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 At least 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

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

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart No

Energy efficiency

Energy efficiency
Energy-efficient datacentres No

Pricing

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

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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