Control Risks Helps Law Firm Meet U.S. Government Review Deadline by Converting 500GB of Data to RSMF

How did they do it?

• Control Risks helped their client export customer service tickets in a JSON format to convert to RSMF
• By converting the tickets into RSMF, Control Risks provided their client an efficient way to analyze over 500GB of data in a single time- and cost-efficient process
• The RSMF format allowed Control Risks to extract key fields and contextualize information like message directionality, event history, and icons that made it easier to analyze the large data set

Responding to Government Agency Investigations

Late in 2023, RelativityOne Gold Partner Control Risks was working with a major law firm to assist one of their clients. The client was facing an investigation by a U.S. government agency that required rapid review of a vast number of customer service tickets collected over a two-year period.

Transforming Customer Service Tickets to a Usable Format

Given the ever-increasing amount of chat, ticketing, social media and structured data in e-discovery and other reviews workflows, Control Risks has developed a suite of tools that allows a constantly growing array of chat platforms and ticketing systems to be converted into RSMF 2.0, the industry standard for review.

The Control Risks digital forensics team worked with the client’s IT team to collect customer service tickets from their ticketing platform in JSON format. The custom development team then converted the JSON files into RSMFs with linked attachments.

Over 500GB of ticketing data was collected, and key fields were extracted to indicate ticket origin, customer information, and any tags applied by the representative handling the ticket. Tickets with relevant tags were then sampled and produced, and untagged tickets were screened for relevance. The client was able to swiftly analyze enormous amounts of data that were central to the investigation, identifying the relevant data through a single time- and cost-efficient process.

Making Data Easy

Converting the tickets to RSMF 2.0 enables support for read receipts, history events, custom platform icons, and indicating which direction of each message is sent. By default, conversations are split into 24 slices to reduce reviewer fatigue.

Control Risks conversion outputs are flexible. MHTML can be used for reviewing on platforms that don’t support RSMF format, with the output formatted chronologically so reviewers can easily understand the conversation and identify key sections. The conversion process can also accommodate custom outputs such as XML, JSON or CSV as needed.