720465RISCA: [Realtime Intercept of Social Comment and Audio]ClosedGRD Development of PrototypeInnovate UKThe exponential growth in ‘always on’ and ‘always open’ 24/7 communications through the internet (social media, blogs, news feeds), email and mobile devices (phones & SMS) is producing an overwhelming volume of largely unstructured (text) data. This data contains information important to corporations for monitoring brands and interacting with customers, and is critical to Law Enforcement & Government agencies [LEA] detecting potential threats. There is an urgent demand for a step change in technology that will process this type of data beyond information and into Intelligence, and do this in real-time. To address this pressing need Dexter Intelligence successfully developed a TSB supported proof-of-concept. Trend and Relationship Analysis and Visualisation on Intercept Streams [TRAVIS] software suite demonstrated that it is practical to gather, index, enhance and link intercept data from different sources, providing "real-time” insights allowing intelligence-led and rapid decision making. A new project, “RISCA” - Real-time Intercept of Social Comment and Audio - will develop this proof-of-concept into a fully functioning prototype. It will focus on the vast quantity of voice & email data produced at modern call centres, combining this with comments & interaction with customers on social media. RISCA will provide organisations with an enhanced understanding of customer interactions, improving the acquisition and retention of customers and increasing revenue per customer. RISCA will deliver a scalable platform that provides real-time analysis on high volume intercepts such as call centre voice content, twitter pipe and LEA facilitated internet traffic. As part of the solution, very efficient voice-to-text conversion is required and auto-text translation is also necessary for selected key markets. Both of these will be third-party components, the technical challenge here will be the efficient embedding of these to maintain performance and scalability.