Last week Intelligent Voice were the proud winners of the 15th annual ADS Innovation award at the Home Office annual Security and Policing event in Farnborough.

Despite many events being cancelled due to fears of COVID-19, the world of security and policing were out in force at this annual event

The award finalists were asked to present their products and services in a ‘Dragons’ Den’ style environment judged by panel chair Elizabeth Sheldon, Vice President of Security at ADS, Rupert Shute, Deputy Chief Scientific Adviser at the Home Office, Angela Essel, Head of the Joint Security and Resilience Centre, Anita Friend, Head of the Defence and Security Accelerator and Simon Harwood, Chair of the Academic Resilience and Security Community. The award itself was presented to Intelligent Voice by Richard Alcock CBE, Chief Operating Officer, Office for Security and Counter-Terrorism at the Home Office and ADS Chief Executive Paul Everitt.

Intelligent Voice worked closely with HPE and Lancashire Constabulary to approach and address the challenge of being able to identify and categorise different types of demand places on a police force through 999 and 101 contact centres, using speech recognition and advanced demand analytics.  Together we were able to develop an approach which provided a greater level of insight into the calls than expected, with a high level of accuracy.  As a result, the force was able to identify key areas to target where call centre staff could be more effectively deployed and supported and where time could be saved overall thus enabling a better response to the public.

Chief Superintendent Ian Dawson of Lancashire Constabulary said: “IV and HPE have helped the force develop innovative techniques in digitising voice calls to understand demand in policing, using technical search solutions, assessing opportunities to deal and respond effectively through the control room.  IV and HPE have helped the force think about new and future technological solutions that will help create a completely new way for policing to respond to the public and ensure customers receive an excellent service. The solution will also ensure that whilst demand in call for service continues to increase through phone and digital channels, the impact of that demand on staff time can be reduced

James Laird, Analytics and Intelligence Director at Intelligent Voice said: “We are grateful to ADS for recognising the impact that our speech analytics solution has delivered in the police control room, an issue now being recognised at a national level with international applicability. Huge thanks go to our Partners in Lancashire Constabulary and HPE for their vision and support.”

Intelligent Voice are looking forward to their continued work with both HPE and the Lancashire Constabulary to further maximise efficiency by utilising their expertise in all thing’s speech.

To find out more about the award please see the ADS press release here.

To find out more about Intelligent Voice please contact us at info@intelligentvoice.com or give us a call on 0203 6272670

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