700272Illuminate Proactive Inference Engine (I-PIE)ClosedGRD Proof of MarketInnovate UKPhysically dispersed organisations often adopt multi-channel, digital communication (MCDC) strategies e.g. email, social networking, skype – because workers and customers cannot meet face to face regularly. However, contextual signals, observed during face to face (facial expression, physical gestures, tone of voice) are generally absent when a focus on MCDC occurs. This problem risks sub-optimal communication and the dilution of B2B and B2C service relationships e.g. manager/subordinate. Ultimately, damaged service relationships may arise through neglect or inability to observe critical signals prior to a major incident. Productivity, morale and customer satisfaction are likely casualties. For instance, a manager using email cannot observe physical behaviour changes signifying an impending sickness or disciplinary-related event – and is powerless to pro-actively prevent it. No software product exists to address this problem. We Believe IT will prototype innovative, cloud-based software that provides intelligent feedback, vastly improving the efficacy of MCDC. The Illuminate Proactive Inference Engine (I-PIE) is a completely new software process without precedent. It will: 1. Combine company-specific MCDC sources into a single, holistic and interrelated information summary (The Combiner) 2. Deliver an automated software agent, running bespoke algorithms to scour The Combiner over long periods - probing for relationships between MCDC sources and pinpointing clues on noteworthy shifts in emotional language or communication patterns (Rover) 3. Analyse inferences from Rover, diagnosing the 'health' of a service relationship - proactively giving feedback if a deterioration or improvement is observed (Extractor). I-PIE has industry wide and global application potential – anywhere that customer/supplier relationships are valued and require high levels of care. In UK, I-PIE would benefit sectors such as Health, HR, Customer Services or account management of any kind.