The IV approach to Telehealth

Core Features

  • Pre-built Medical dictionary
  • Powerful NLP to identify key terms
  • JumpTo Review platform
  • GPU-accelerated
  • Biometric and behavioural analysis
  • Integrates with existing archives
Medical transcript example


The health-care industry has faced unprecedented change in the current crisis and Telehealth (also referred to as e-health, mobile-health or telemedicine) with the help of virtual digital technologies has played a large part in bridging the gap to provide support remotely.

With current socio-economic conditions prolonging inevitably, the ability for health-care providers to support the delivery of virtual care is essential. Health-care providers are moving from initial investments in tactical virtual care to building long-term strategic virtual care capabilities.

Intelligent data, technology, artificial intelligence (AI) and machine learning (ML) have contributed to lighten the burden to establish new ways for both health system supply and demand sustainability. The latest technologies from Intelligent Voice (IV) provide effective data capture and reporting solutions to prevent fraud while allowing health-care professionals to focus on offering the utmost patient care.


Natural Language Technology

Voice recognition with respect to Electronic Medical Records has various uses, from aiding in medical research, patient medical history analysis or to diagnose and treat patients. Thereby, accuracy is extremely critical.

Using its hyper-accelerated speech recognition algorithms, IV can speed through thousands of hours of telephone/virtual calls and video in no time.


It then uses a blend of Natural Language Technology and sophisticated search to help pinpoint calls that should be listened to, which allows better targeting and quicker accurate review. 
It reviews recordings through pre-highlighting of transcribed text via patented Natural Language Processing (NLP) for speech, as well as listening to a human voice, thereby rapidly assessing mission-intelligence and value in a call.

The system can easily be tuned to adapt to words or phrases that are of particular interest. It presents the spelling of the most likely language of the most likely spoken word while retaining a full index in all processed languages for search purposes. 

Smart transcript

Smart Audio Transcription

Transcripts from a patient telephone/virtual call or video ensures accuracy and error reduction. Digitally recorded consultations are also a significant source as there is the potential to run Automatic Speech Recognition (ASR) to improve both productivity and intelligence.

IV’s ASR offers an evolution to standard speech-to-text solutions. The solution is created for how people speak rather than how they type. IV’s SmartTranscript solution can identify topics discussed in a conversation and find alerts for specified keywords.

Calls can be prioritised for further review through clickable links within the transcript that navigate to the related parts of audio.

The audio review player incorporates the audio file, linked or embedded, with a navigable time-bar waveform, playback rate slider, and jump back and forward controls. Ongoing research work means that more and more dialects and accents can be detected over time, and the system can operate in over 25 languages and dialects, automatically selecting the best one for every call.

The SmartTranscript solution is extremely effective in improving operational efficiency and also helps to reduce patient wait time tremendously as it allows health-care professionals to have to worry less about note taking and administration tasks.

Conversational analytics

Health-care fraud is committed when false information is provided to apply for programs or services, requesting prescription drugs, health insurance claims etc. .

Intelligent Voice’s latest LexiQal product provides unique Conversational Analytics that identifies behavioural characteristics of speakers in recorded speech, tuned to the output from ASR. The analysis provides insights into the speaker’s credibility, emotional state or behavioural changes that are significant in context. LexiQal can also measure caller sentiment (positive, netural, negative) at utterance level with a high degree of accuracy, unique to IV.

Conversational analytics works by detecting patterns in speech via a series of markers, and the time-based proximity of these indicators being triggered. LexiQal has a decision engine, that makes recommendations to the administrators regarding calls/recordings of interest. 

LexiQal’s scoring method of the markers (Emotional Recognition) uses linguistic analysis only to determine the likely behaviour of interest, whether of the caller or the call handler, or both. The technology automatically identifies these conversational features, weighs their significance, and makes recommendations. The insights are valuable across both sides of the call, agent and caller alike, with recommendations used to ‘inform’ human-made decisions to act or not.

Scenarios or call-types where this technology can be applied include:

  • Hoax Calls detection: is the caller lacking credibility in describing the emergency scenario, into which they are trying to lure a response?
  • Withheld Information: is the caller being transparent, or evasive?
  • Vulnerability: is the caller exhibiting behavioral features that align to mental health or other welfare concerns?
  • Agent Welfare: is the handler receiving the call exhibiting signs of stress or fatigue that merit supervisor intervention?
  • Emotional State, whether Caller or Handler. E.g. is a caller merely angry (perhaps understandably so) or being wilfully aggressive or abusive?

Use the form below —  contact us to find out how Intelligent Voice can help your health-care organisation.

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