ZENGENTI LIMITED

Insytful AI Search - The next generation enterprise search solution

Insytful AI Search is a cloud-based, conversational AI search service that works with any website. It delivers accurate, verifiable answers using only published content, always shows sources, will not hallucinate, and supports accessibility best practices, including multi-language support and compatibility with assistive technologies.

Features

• Conversational AI search understands natural language context, intent, and meaning
• Responses strictly limited to organisational website content, eliminating hallucinations entirely
• Fast mobile-first interface delivering low-latency responses across devices
• Ask follow-up questions without repeating context during conversation sessions
• Inclusive multilingual responses automatically tailored to each users language preference
• Intelligent safety filtering blocks harmful or inappropriate responses by default
• Analytics dashboard provides search trends and user behaviour insights reporting
• Identifies popular and emerging topics from user search behaviour patterns
• Session-based conversational memory supports natural follow-up interaction flows
• Accessible interface compatible with assistive technologies and accessibility standards

Benefits

• Improves user experience through natural language conversational search interactions
• Eliminates the risk of hallucinations or unsafe, ungrounded AI responses
• Provides trustworthy answers grounded only in approved organisational website content
• Enhances user satisfaction with faster, more intuitive conversational search experiences
• Supports public sector governance compliance, including GDPR, WCAG 2.2
• Increases insight into user needs through detailed search analytics dashboards
• Enables continuous service improvement using real user behaviour and feedback
• Improves accessibility with multilingual, inclusive search interactions for all users
• Reduces support burden by answering common repetitive user questions accurately
• Delivers consistent, reliable answers across devices using mobile-first design

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 tenders@zengenti.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

691300933965891

Contact

Stef Robinson / Ola Andersson
01584 824202
tenders@zengenti.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
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Insytful AI Search has a limited set of constraints buyers should be aware of. The service relies partly on a third-party large language model (LLM) provider for the response generation, so availability and performance are partly dependent on the LLM provider. The service is cloud-based and accessed via modern, standards-compliant web browsers, with no dependency on specific customer hardware. Insytful AI Search is deliberately constrained to return only answers grounded in approved customer website content and will refuse to respond when sufficient content is not available, supporting accuracy, safety, and public sector compliance.
• System requirements:
  • A publicly accessible website or approved URLs as content sources
  • Internet access to consume an API or user interface
  • A modern web browser for administration and analytics

User support

• Email or online ticketing support: Yes
• Support response times: The response time SLA for support tickets are: 1) Critical - These are handled 24/7/365, response is within 1 hour and resolution within 8 hours. 2) High - These are handled during business hours between 9am and 5.30pm, response is within 4 hours and resolution within 2 working days. 3) Normal - These are handled during business hours between 9am and 5.30pm, response is within 8 hours and resolution within 3 working days. 4) Low - These are handled during business hours between 9am and 5.30pm, response is within 8 hours and resolution within 3 working days.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The response time SLA for support tickets are: 1) Critical - These are handled 24/7/365, response is within 1 hour and resolution within 8 hours. 2) High - These are handled during business hours between 9am and 5.30pm, response is within 4 hours and resolution within 2 working days. 3) Normal - These are handled during business hours between 9am and 5.30pm, response is within 8 hours and resolution within 3 working days. 4) Low - These are handled during business hours between 9am and 5.30pm, response is within 8 hours and resolution within 3 working days. Unlimited support is provided within the licence cost. We provide the same level of support regardless of the licence type. We allocate an engineer to each issue who will communicate with you until the issue is resolved.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Insytful AI Search is designed for organisations with large or complex websites, where users need clear answers, and teams need confidence in the information being provided. It is particularly suited to public-sector and academic environments, where accuracy, accountability, and trust in content are essential. During onboarding, our team will support your organisation throughout implementation. We will ensure AI search is deployed for each required website within your specified base subscription and annual search allowance. To further support onboarding, we provide detailed user guides and documentation that explain features, terminology, and workflows. These resources are written in plain language and are easy to access. In addition, our support team is readily available to answer questions, provide clarification, and assist users during their early stages, ensuring they can begin using Insytful AI Search effectively and gain value as quickly as possible.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Customers can request that our engineers export their historical data in JSON format.
• End-of-contract process: At the end of the contract, there is no automatic renewal unless otherwise agreed. Our team will get in touch to notify you that your contract is due to expire and will discuss renewal options. AI Search and search capabilities are disabled unless the contract is renewed. No exit fees are applied at contract end. During the contract term, the agreed price includes AI Search for your website and access to the Insytful platform at the contracted plan level, to access conversation insights and analytics, unanswered questions and questions that failed to fetch an answer, and user documentation. The price also includes platform updates, maintenance, and access to our support team for assistance and guidance. Additional costs apply only when customers choose to extend beyond the agreed contract scope. This may include upgrading to a higher usage tier beyond contracted limits, requesting consultancy services, or adding on features. Any additional costs are clearly scoped, agreed in advance, and confirmed in writing before being incurred.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The AI search user interface adopts a mobile-first approach, ensuring the solution is optimised for the devices most commonly used by your audience.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: The Insytful AI Search service is accessed via a browser-based interface designed for self-service use. Users with appropriate permissions are presented with a central dashboard that helps them understand common and emerging queries, surface high-value content, fill knowledge gaps, and respond quickly to changing user needs.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We perform manual testing of all user interfaces using JAWS, NVDA and VoiceOver.
• API: No
• Customisation available: Yes
• Description of customisation: Buyers can customise Insytful AI Search within the standard configuration options provided as part of the service, including response tone, interface styling, approved content sources, safety controls, and multilingual behaviour. Any customisation beyond the standard configuration, such as bespoke integrations, advanced interface changes, or additional configuration work, may incur additional costs. These are charged at our standard professional services day rate and will be agreed with the buyer in advance.

Scaling

• Independence of resources: To ensure users aren’t affected by additional demand on the service, Insytful has active monitoring, rate limiting, and scanning is scheduled to run outside peak periods. Our core infrastructure is designed to be scalable and resilient, with multiple redundancies, offering availability above 99.95%. Availability is partially dependent on third-party services, including the large language model (LLM) used for response generation. To mitigate this risk and avoid service disruption, Insytful AI Search can be configured to degrade gracefully. In the event of an AI service outage, users can be automatically routed to a basic site search or alternative search experience.

Analytics

• Service usage metrics: Yes
• Metrics types: The analytics dashboard tracks trends and topics your users care about, helping you refine your content strategy based on real demand. It helps you understand what your users are searching for and what questions could not be answered.
• Reporting types: Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Customers can request that our engineers export their historical data in JSON format.
• Data export formats: Other
• Other data export formats: JSON
• Data import formats: Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Insytful AI Search is designed to deliver high availability through a scalable, resilient cloud infrastructure with built-in redundancy across critical components. We target service availability of greater than 99.95% for the core Insytful platform, excluding planned maintenance windows. The service operates as a managed, cloud-based solution and does not rely on customer-owned hardware, reducing the risk of single points of failure. Monitoring and alerting are in place to detect issues quickly and support timely remediation. Availability is partially dependent on third-party services, including the large language model (LLM) used for response generation. As these services are operated outside of Insytful’s direct control, their availability may impact end-to-end service performance. To mitigate this risk and avoid complete service disruption, Insytful AI Search can be configured to degrade gracefully. In the event of an AI service outage, users can be automatically routed to a basic site search or alternative search experience, ensuring continued access to information and no total loss of service for end users. Planned maintenance is managed to minimise disruption and, where possible, scheduled outside of peak usage periods.
• Approach to resilience: The service operates from multiple Tier 3 data centres and multiple Tier 1 carriers, with multiple entry points into each data centre. We’re not reliant on a single supplier or location to deliver the Insytful service. We also have our own resources at our headquarters in Ludlow. The service also has over 400 monitored data points, which give early warnings and deep insights about any issues before they impact the service and our customers.
• Outage reporting: Our help desk is the first point of contact for any client issues. Any number of users can be set up with access to the help desk to raise tickets on your behalf. Support is available 24/7/365 for any critical tickets. For any wider outages that affect multiple clients, we have an incident management process which includes additional resources to handle both technical and communication aspects. One of our incident managers will keep all parties informed and provide updates through our Zengenti Cloud Status page, detailing any service outages. Clients can sign up to receive email notifications of any service outage and status updates. Following the incident, we will also issue an incident report, which will include a detailed description of the problem, a timeline of events, and any potential mitigation measures to prevent a similar issue in the future.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Registering for access to the help desk requires a valid email address associated with your client account. Once registered, it can only be accessed by registered users who authenticate.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Zengenti has an Information Security Management System (ISMS) comprising related policies and procedures, based on ISO27001:2022, with regular internal and external audits to ensure compliance. All Zengenti staff take security and data protection very seriously, and have formal training under our ISO27001 system to aid with this. New staff are put on information security and data protection training as part of their induction and refresher courses are delivered annually for all staff. All our staff also undergo baseline security screening and background checks to meet the BS7858:2019 standard.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The core infrastructure is entirely managed using configuration management, so all operations are entirely automated, with no human time required to deploy and configure infrastructure. Any changes related to the underlying shared infrastructure are managed in accordance with Zengenti’s change control processes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The platform features multiple layers of security that serve as a barrier against intrusions. These include firewalls, monitoring for DDoS attacks and regular infrastructure patching with security updates. We use internal and external monitoring, and perform vulnerability scans on our central infrastructure and have regular penetration tests too. We assess potential vulnerabilities through proactive monitoring of logs and via security advisories from the security sector. Whenever a vulnerability is recognised, we make an immediate decision about the potential consequences and how it should be addressed. If a patch were critical, we would apply it immediately.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The platform has over 400 monitored data points, which provide early warnings and deep insights into any issues before they impact client environments. We use enterprise network monitoring tools, both internally and externally, and have systems in place to monitor for any increase in website and network traffic over specified thresholds, including DDoS attacks or similar. We proactively monitor logs for any unexpected events too. Any potential compromise would trigger our incident management processes.
• Incident management type: Supplier-defined controls
• Incident management approach: The majority of incidents are handled through our help desk, which helps streamline incident management, tracking, and resolution. For critical issues, we have a comprehensive incident management process in place for addressing security incidents, vulnerabilities, and outages. The process ensures that our clients are regularly notified of what is happening and keeps everyone informed. Our incident managers are responsible for client communications through our Zengenti Cloud status page and ensuring the team follows the agreed procedures. As with all our policies and procedures, our incident management process is regularly reviewed and assessed by our ISO27001 auditors.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

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: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Tuesday 1 July 2025
• What the ISO/IEC 27001 doesn’t cover: Our ISO27001:2022 certification covers all company operations.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Tuesday 1 July 2025
• What the ISO 9001 doesn’t cover: Our ISO9001 certification covers all company operations.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 150a9ced-d172-426e-a0c1-23bcbe2e8af7
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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.

    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

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 tenders@zengenti.com. Tell them what format you need. It will help if you say what assistive technology you use.