SABIO LTD

Sabio Agentic AI for Customer Experience

Sabio's Agentic AI practice service focuses on leveraging Agentic AI which acts autonomously based on dynamic reasoning to achieve defined goals, primarily to transform Citizen Experience (CX) and contact centre operations.

Features

• Conversational AI for intent capture, classification, routing, self-service and triage.
• Generative AI for summarisation, email handling, knowledge retrieval, transcription.
• Agent Assist AI to support human agents with real-time prompts
• Agentic AI to perform multi-step autonomous tasks, plan actions
• Back-Office AI for workload prediction, QM automation, planning, data processing.
• Analytics-Driven AI for insight, calls, continuous improvement and outcome measurement.
• Interoperability: Solutions integrate with any major CCaaS platforms
• Future-proof delivery via open frameworks to ensure flexibility and independence.
• Real-time agent support and document automation.
• Automated Call summarisation into CRM systems

Benefits

• Reduce operational costs through success-based AI automation pricing models
• Improve citizen experience with conversational AI across voice, chat, email
• Accelerate service delivery using generative AI for document automation tasks
• Achieve measurable efficiency gains via structured, evidence-based AI methodology
• Enable autonomous task completion using agentic AI for complex workflows
• Enhance workforce productivity through real-time agent assist and automation
• Reduce back-office workload using generative AI for email handling
• Enable autonomous task completion using agentic AI for complex workflows
• Ensure safe AI deployment with robust governance

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@sabiogroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

440659892991159

Contact

Mark Williams
+447572459606
gcloud@sabiogroup.com

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  • Search and knowledge discovery

  AI life cycle

  • Trustworthy AI Software

  AI software services

  • Conversational AI Software Services
  • Generative AI Software Services
  • Document AI Software Services
  • Personalize AI Software Services
  • Forecast AI Software Services
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: There may be solution and integration specific constraints which will be discussed with the Client based upon the final solution design, deployment model and vendor choices.
• System requirements:
  • Contact centre/CCaaS platform in place and operational
  • For CX outcomes, require organisations to handle >5,000 voice calls/month.

User support

• Email or online ticketing support: Yes
• Support response times: Sabio offers a comprehensive ticket response service in answer to phone and online portal tickets.; Response times are driven by the severity of the issue. Our standard incident priority response times are:; Critical/ Priority 1: 30 Mins.; High/Priority 2: 1 Hour.; Medium/Priority 3: 4 hours.; Low/Priority 4 and Service Requests: 8 hours; ; Users access Sabio support via a 24x7 Service Centre via phone for urgent issues, and through the Sabio Customer Service Management (CSM) Portal to raise and track incidents, service requests, and access documentation. The Sabio service portal supports self-service and optional ServiceNow integration for seamless ticket syncing
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Sabio offers a comprehensive support package tailored to individual customer needs. Our support packages range from essential to success, each designed to address varying Client requirements and budgets. Costs for these services are determined based on the specific needs of the client, following an assessment process, guided by the DDaT rate card and pricing document.; ; All Clients are allocated an Account Manager. Depending on the service package requested (Essential, Proactive, Success, Managed Service) we will include a Client Success Manager or Service Manager to further enhance the service experience, deliver service reviews, be a service escalation point and build Client advocacy. This includes proactive identification of opportunities to optimise product usage, user training, performance reviews, best practice evaluations, technical roadmap development, and ongoing relationship management with stakeholders.; ; For additional technical assistance, customers have the option to engage with our specialists and engineers, who provide specialised expertise in managing and troubleshooting AI services. Access to these resources is also factored into the overall support package, with costs outlined transparently during the assessment phase.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Sabio uses a thoroughly tested onboarding methodology, involving workshops aimed at gathering functional configuration details and outlining the migration journey with key stakeholders. Throughout the onboarding process, Sabio delivers persona-based training to prepare and support the client organisation for migration. While these sessions are usually conducted in person, remote delivery options are available for clients who are geographically dispersed or prefer virtual interaction.; ; Sabio delivers AI programmes through a structured, evidence-based delivery approach focused on measurable outcomes and safe deployment. Our methodology starts with discovery, where we assess operational demand, data readiness, customer journeys and automation potential across voice, email and chat. We define success metrics, business case, and governance models upfront to ensure the deployment targets clear cost efficiency objectives.; ; Build activity follows a modular, iterative delivery model. We combine conversational AI, generative AI and agentic AI techniques to create solutions that can understand intent, retrieve the right information, take actions, and complete tasks autonomously. Every deployment includes testing, guardrails, risk controls and human-override design. Once in production, Sabio provides managed support, optimisation and reporting to ensure continuous improvement and measurable value realisation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • MS Word / DOC / DOCX
  • MS PPT
  • Atlasian Confluence Extracts
• End-of-contract data extraction: Sabio supports data extraction as part of its offboarding services, recognising that processes may vary depending on the finalised client solution. During solution design, Sabio will provide detailed guidance on what data is stored and outline the methods available for clients to extract this information both for ongoing operational needs and to meet end-of-contract obligations.
• End-of-contract process: At the end of the contract, Sabio typically engages its Professional Services team to deliver a tailored offboarding process aligned to the client’s specific requirements. This engagement ensures a safe, controlled migration with minimal disruption to customer experience. As part of solution design, Sabio will outline all offboarding steps and responsibilities and pricing for these services will be based on the Sabio DDaT rate card and adjusted according to the client’s defined scope and needs.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Sabio produces client documentation using industry-standard formats and rigorously validates accessibility through our business office application's integrated compliance and accessibility tools. This ensures documentation deliverables meet best-practice standards, providing inclusive, user-friendly documents that support diverse needs requirements.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: End citizens interact seamlessly through voice, chat, or email interfaces.; ; Frontline and back office users benefit from real-time agent assist, automation, and actionable insights to improve service quality and efficiency. The interfaces for these teams will depend on the functions including omnichannel interaction screens, knowledge panels, agent assist, analytics & reporting dashboards.; ; Technical support teams work within open, vendor-agnostic frameworks and for technical support services users access Sabio support via a 24x7 Service Centre via phone for urgent issues, and through the Sabio Customer Service Management (CSM) Portal to raise and track incidents, service requests, and access documentation.
• Accessibility standards: None or don’t know
• Description of accessibility: Sabio provides a fully vendor-agnostic AI capability, enabling organisations to combine multiple AI techniques across their operations. Solutions include:; -Conversational AI for intent capture, classification, routing, self-service and triage.; -Generative AI for summarisation, email handling, knowledge retrieval, transcription, real-time agent support, document automation.; -Agent Assist AI to support human agents with real-time prompts, summarisation, sentiment cues, and next best action.; -Agentic AI to perform multi-step autonomous tasks, plan actions, retrieve data, complete transactions, resolve interactions end-to-end.; -Operational and Back-Office AI for workload prediction, QM automation, resource planning, data processing.; -Analytics-Driven AI for insight, call drivers, continuous improvement CX outcome measurement.
• Accessibility testing: For our core platforms, we employ a multi-layered testing strategy to ensure compatibility with standard Assistive Technologies (AT):; Screen Reader Compatibility: We test our web-based interfaces to ensure compatibility with industry-standard screen readers such as JAWS (Job Access With Speech) and NVDA (NonVisual Desktop Access). This includes verifying aria-labels, focus management, and reading order.; Keyboard Navigation: We conduct manual audits to ensure all interactive elements (buttons, form fields, chat inputs) are fully navigable via keyboard (Tab/Shift+Tab) without requiring a mouse. Platform Inheritance: By building upon and integrating with platforms like Google CCAI and Google Cloud technologies, our solutions inherit world-class accessibility standards, including support for high-contrast modes and dynamic text resizing. However, our testing has not been extensive and will not cover every potential scenario.
• API: Yes
• What users can and can't do using the API: Users can use our API to create and administer AI projects, manage users, and configure project-level settings programmatically. The API allows authenticated clients to provision new projects, assign user roles, update configuration parameters, and integrate Sabio AI Services into their own internal systems or automation workflows. Users can also modify key settings such as model configuration, data sources, evaluation parameters, and project metadata without needing to use the UI.; ; However, the API is designed for administrative operations only. It does not expose low-level infrastructure controls, model training endpoints, or any functionality that could alter core platform behaviour outside of approved configuration scopes. Certain advanced features—such as billing, security policy enforcement, and organisation-wide governance—must be managed through the Sabio AI administrative portal rather than via the API. Users are also required to follow established authentication and permission models; actions are limited to the roles assigned within their organisation.; ; Overall, the API enables flexible automation and integration for project creation and management, while ensuring platform safety by restricting sensitive or high-risk operations to controlled interfaces.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Sabio will support the customisation of widgets and components such as data reporting and analytics. The AI solution is designed to fit into an existing technical ecosystem rather than replacing it entirely. CRM & Desktop Integration: The solution allows for deep integration with systems of record like Salesforce (via Service Cloud Voice) and other CRMs. This customisation ensures that when the AI passes a customer to a human agent, the agent's desktop is automatically populated with the conversation history and customer data. Some of this can be customised in the initial phases by Sabio, but is rarely something users of the service would need to customise.

Scaling

• Independence of resources: Sabio AI services have been designed to be scalable on demand. We use industry leading Cloud AI services which can scale seamlessly using auto-scaling infrastructure, load balancing, and containerised microservices. They dynamically allocate compute resources, distribute traffic intelligently, and leverage multi-region deployments to maintain low latency and high availability. Stateless architectures and elastic cloud services ensure performance remains consistent during demand spikes

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a standard set of service metrics covering automation performance and user interactions. Automation Outcome Success metrics report the proportion of full, partial, and failed automation outcomes across all AI-driven interactions. Interaction metrics include total interactions, completion rates, containment rates, handover frequency, response times, and user engagement patterns. These metrics enable customers to monitor effectiveness, identify optimisation opportunities, and ensure automation quality and reliability across their AI projects.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Sabio IP and market leading Google, Microsoft, Amazon, Cognigy services

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Standard Encryption: Data at rest is protected using AES-256 encryption and 2048-bit RSA key pairs, which are currently the industry gold standards for secure data storage.; Transparent Data Encryption (TDE): For database solutions, Sabio leverages TDE technologies (inherited from partners like Google Cloud), which automatically encrypt data before it is written to storage and decrypt it when read by authorised applications.; Secrets Management: Sensitive "secrets" such as API keys, passwords, and certificates are not stored in plain text. They are managed using Vault Technology, ensuring they are isolated from the main data stores and accessed only via secure tokens.
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Sabio supports data extraction and export as part of its offboarding services, recognising that processes may vary depending on the finalised client solution. During solution design, Sabio will provide detailed guidance on what data is stored and outline the methods available for clients to extract this information both for ongoing operational needs and to meet end-of-contract obligations.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Sabio and our ecosystem of AI service provider use a range of protection measures for our services, which include encryption and key management services. For data the common standard is AES-256 encryption for data at rest and TLS 1.3+ for data in transit.; Depending on the Client solution there we will be key management services based on the underpinning services for compliance and control.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Sabio and our ecosystem of AI service provider use a range of protection measures for our services, which include encryption and key management services. For data the common standard is AES-256 encryption for data at rest and TLS 1.3+ for data in transit.; Depending on the Client solution there we will be key management services based on the underpinning services for compliance and control.

Availability and resilience

• Guaranteed availability: For outcome-based services, Sabio operates on a transactional model linked to the level of outcomes achieved. Clients are not charged where agreed performance targets are not met. Sabio AI services are designed for high availability, typically 99.99%.; ; For non-outcome-based services, the following Sabio service levels apply:; P1: 2 hours.; P2: 4 hours.; P3: Within 3 business days.; P4: Within 5 business days.; ; Sabio offers service credits based on incident recovery performance (response and restoration combined), calculated as a percentage of the monthly support fee.; ; In addition, solution vendors provide platform availability SLAs ranging from 99.9% to 99.99% uptime, with service credits based on a percentage of the vendor subscription. Sabio will confirm specific service level details based on the chosen solution.
• Approach to resilience: Sabio AI services have been designed to be scalable on demand. We use industry leading Cloud AI services which can scale seamlessly using auto-scaling infrastructure, load balancing, and containerised microservices. They dynamically allocate compute resources, distribute traffic intelligently, and leverage multi-region deployments to maintain low latency and high availability. Stateless architectures and elastic cloud services ensure performance remains consistent during demand spikes
• Outage reporting: Sabio will record and report outages which we are aware of through our service management portal. This is via a customer accessible portal. Incidents logged within the Sabio system will also generate emails and notifications to nominated users on the client side.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: All access is encrypted and authenticated, ensuring secure entry. Controlled by a rules-based regime, access to specific information is carefully managed.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: IASME Cyber Essentials, SOC2
• Information security policies and processes: The Sabio Information Security Policy aligns with the principles of the British Standard for Information Security - ISO/IEC 27002. We are dedicated to establishing and upholding an Information Security Management System rooted in international standards.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes must only be conducted by authorised and skilled personnel within IT roles (or by contractors, vendors, etc., authorised by Sabio Ltd). They are subject to auditable change management procedures in line with Information Systems Development and Maintenance Procedures, and relevant Financial Regulations where applicable. For further details, please contact us.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Sabio conducts regular internal and external vulnerability scans to detect security risks and deviations.; ; We implement a secure software development lifecycle model, encompassing code analysis, review, and dependency management. This includes a blend of human-driven and automated tools to identify risks early in the development process for Sabio-developed software.; ; Regular patching and updates of software/firmware are undertaken to maintain vendor support and mitigate potential vulnerabilities.; ; Operating on a risk-based model, we harness software/technology to streamline and prioritise our efforts.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Sabio leverage multiple monitoring solutions feed into our Operations teams and systems.; ; Monitoring solutions include Prometheus, Grafana, Google Monitoring, CloudWatch, all fed into our 24x7x365 Service Operations Centre. ; ; When an incident or a security incident is received by the SOC it is put through our ITI L based process and follows a structured handling flow which prioritisation and escalation including major incident management built into the framework.; ; Security related events are notified to the SOC and picked up by our specialist major incident resources for immediate triage and remediation.
• Incident management type: Supplier-defined controls
• Incident management approach: Sabio operates pre-defined ITIL-aligned processes for common events, including Incident, Major Incident, Problem, Request, and Change Management. Users report incidents via the 24x7 Global Service Centre or through the Sabio Customer Service Management (CSM) Portal, which supports ticket creation, tracking, and optional ServiceNow integration for automated syncing. For major or critical issues, phone reporting is recommended to expedite resolution. Incident reports are provided through structured service reviews and monthly reporting packs, including root cause analysis, timelines, and recommendations for improvement. Reports are accessible via the portal and shared during governance sessions.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Tuesday 9 November 2021
• What the ISO/IEC 27001 doesn’t cover: N/A - Standard Certification
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: OCA Global
• ISO 9001 accreditation date: Thursday 16 May 2024
• What the ISO 9001 doesn’t cover: N/A - Standard Certification
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 021de620-4b2a-46bc-b52f-f38c5be70771
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 6814fada-b070-4483-8a52-e1d9d231a326
• Other security certifications: Yes
• Any other security certifications: SOC 2-Type 2.

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@sabiogroup.com. Tell them what format you need. It will help if you say what assistive technology you use.