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

Framework

G-Cloud 11

Service ID

1 6 2 8 8 9 6 2 6 6 0 2 9 2 7

Contact

Intelligent Voice

Nigel Cannings

+442036272670

jessica.harvey@intelligentvoice.com

Service scope

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

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within Service Level Agreements
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

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

Web browser interface
Yes
Using the web interface
Intelligent Voice customers can:
Define different internal customers or stakeholders;
Define different projects, cases, matters or departments for an internal customer or stakeholder:
Define different workstreams within a project, case, matter or department;
Create and maintain users;
Grant user access to one or more workstream or project / case / matter / department 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 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 / case / matter / department, workstream, date and time range, and / or From and / or To contact details;
Navigate by Topics hypertree within a results or data set;
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 2.1 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
  • ODF
  • PDF
  • Other
Command line interface
Yes
Command line interface compatibility
  • Linux or Unix
  • Other
Using the command line interface
Occasional new Beta features

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Users will not be affected by the demand other users may place on our service.
Usage notifications
Yes
Usage reporting
  • Email
  • Other

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • 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
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

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

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

Backup and recovery

Backup and recovery
Yes
What’s backed up
  • Files
  • Project Workstreams
  • Projects
  • Internal Customers / Stakeholders
  • Database
  • Virtual Machine
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 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

Guaranteed availability
99% availability
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

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
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

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

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

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

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

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

Separation between users

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

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Vendor assured

Pricing

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

Service documents

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