Communication Monitoring and Transcription Services

The Vendor is required to provide communication monitoring and transcription a SaaS, web-based online software analytics platform that integrates with existing offender communication systems and uses artificial intelligence (AI) to analyze offender communications to provide threat detection, and analytical support for targeted and emergent intelligence-led investigations.
- System requirements
•    The platform must be compatible with department current inmate communication system provider, ViaPath technologies, and other law enforcement inmate communication systems as necessary. 
•    Provide, at a minimum, the ability to identify the communications to which the AI platform analytics will be focused, i.e., “hot lists” of gangs, other threat actors, targeted investigations, etc. 
•    The platform must be compatible with iOS, windows and android devices, and popular browsers like safari, google chrome, and Microsoft edge chromium. 
•    The platform shall have the ability to analyze inmate phone calls and other digital assets with AI. 
•    The system shall flag communications related to issues of concern in near real time. 
•    The platform should ingest pre-existing communications data for AI analysis. 
•    The platform shall use semantic analysis of the English language and other languages, as determined by department, to include, at a minimum, non-English languages listed below: (a) Spanish; and, (b) Arabic. 
•    Any transcription service used by the vendor as part of the platform shall have an error rate of 5% or less when evaluated by the word error rate metric. 
•    Audit transcriptions quarterly to ensure quality matches the requirements. 
•    Provide audit results to department. 
•    The platform shall provide transcription of communications identified by the selected agency (“hot lists” of gangs, other threat actors, targeted investigations, emergency situations, etc.) and send the transcription along with the communication recording to designated department staff.
•    The platform shall definitively differentiate between voices on the transcribed communication for the benefit of the selected agency. 
•    The platform shall provide AI transcription time stamping by adding markers to a text transcription, aligning words with specific times in the original communication, making it searchable, and allowing for quick review.
•    The platform shall provide the ability to search for specific keywords, synonyms, slang terms, phrases, wild card, topics, entities, patterns of behavior, and decipher phonetically used terms. 
•    The platform must have capabilities to continuously learn new words, terms, phrases, etc. 
•    The platform shall have the ability to provide an AI-generated summary of transcribed communications. 
•    The platform shall have the ability to edit, print or export the transcription into an approved format. 
•    The platform should support AI prompt-based querying to extract insights, detect anomalies, or generate summaries from call data. 
•    The platform shall provide reports, intelligence, and investigative notifications in near real-time as determined by the agency. 
•    The platform shall provide link analysis capabilities of communications between and among communicating parties. 
•    The platform must have the ability to create custom lists for individual users, groups, and the entire selected agency. 
•    The platform must have the ability to allow users to create and schedule alert notifications based upon a variety of factors, to include, but not limited to phone numbers, keywords and phrases, email address, offender identification, etc. 
•    Alerts must have the ability to be pushed to users through email, text message, or directly through the web portal with visual and audible indicators. 
•    The platform must have the ability to program automatic searches using multiple keywords and phrases spoken within calls simultaneously. 
•    Provide 24/7 technical (i.e., “help desk”) support services to authorized users as identified by the agency.
•    Provide analytical staff (analysts) to support intelligence and investigative efforts of the agency and law enforcement partners using the platform.