Smart Chat Framework
AI Chat service for Amazon Echo, Facebook and websites. AIML (version 2.0) is used to provide a common knowledge base, providing consistent responses across all channels. Can link to trained neural networks and authentication (IDV) services for account and status checking.
Features
- Smart bot service using AIML files and Neural Networks
- Fully hosted Smart Bot service
- Interchange AIML files
- Channel support for Amazon Echo Skills
- Channel support for Facebook chat
- Channel support for Website and mobile chat
- Linking to your external API services for information and authentication
Benefits
- Consistent communication across multiple chat channels
- Learning and adapting system
- Internal staff can monitor progress and outcomes of system
- Provide self service for users by linking to existing APIs
- High Availability
- Scalable solution on multiple channels
Pricing
£100 to £1,500 a unit a month
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
1 9 8 1 0 2 1 6 1 7 6 4 8 6 2
Contact
Mobile Edge UK
David Rhodes
Telephone: 0203 384 27 27
Email: david.rhodes@mobileedge-uk.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
-
- Public cloud
- Private cloud
- Hybrid cloud
- Service constraints
- None
- System requirements
-
- Internet access
- Existing API keys for third party services (Amazon Echo, Facebook)
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- We provide Monday to Friday 9-5 email support at no charge. Other options are available on request
- 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
- Web chat
- Web chat support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support accessibility standard
- None or don’t know
- How the web chat support is accessible
- Web chat is available through our support site Mon-Fri, 9-5. Other options are available on request.
- Web chat accessibility testing
- None
- Onsite support
- Yes, at extra cost
- Support levels
-
We can provide 1st and 2nd level onsite support.
The costs would vary depending on the client requirements.
We would provide a cloud support engineer. - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- We provide end-user and admin documentation. Training and train-the-trainer courses can be provided if required.
- Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
- The client uses the portal to extract their data.
- End-of-contract process
- Service closure is included in the price. It is the responsibility of the client to retrieve their data through the online portal.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari
- Opera
- Application to install
- Yes
- Compatible operating systems
-
- Android
- IOS
- Linux or Unix
- MacOS
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- A javascript framework is supplied that is reactive to Mobile devices and Desktops.
- Service interface
- Yes
- User support accessibility
- WCAG 2.1 AA or EN 301 549
- Description of service interface
- We provide a REST service to the backend data
- Accessibility standards
- None or don’t know
- Description of accessibility
- Users have access to all functionality regarding their data.
- Accessibility testing
- None
- API
- Yes
- What users can and can't do using the API
- API framework allows other channels to use the Smart Chat service. These include channels for Amazon Echo Skills, Facebook and REST/JSON interfaces for the Javascript chat services.
- API documentation
- Yes
- API documentation formats
- Open API (also known as Swagger)
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
-
A Smart Chat knowledge portal allows the users to load data, load AIML files and to configure business rules that change the behaviour of the chat service. Individual channels can be controlled through the single portal.
The system can be configured to link to external services, such as authentication (IDV) services, information service or specific customer services, for example a status on a claim etc.
Scaling
- Independence of resources
- The service is constantly monitored and architected to allow the solution to scale out has demand increases.
Analytics
- Service usage metrics
- Yes
- Metrics types
- The framework includes a 'dashboard' mechanism that allows the user to obtain numerous metrics. In addition, metrics are available for many of the sub-systems if they are installed.
- Reporting types
-
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Up to Developed Vetting (DV)
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
- Yes
- Datacentre security standards
- Managed by a third party
- 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
- Data sanitisation process
- Yes
- Data sanitisation type
-
- Explicit overwriting of storage before reallocation
- Deleted data can’t be directly accessed
- Equipment disposal approach
- In-house destruction process
Data importing and exporting
- Data export approach
- Through the online portal, the client can export their data, this includes AIML files and business rules.
- Data export formats
-
- CSV
- Other
- Other data export formats
-
- AIML
- Data import formats
-
- CSV
- Other
- Other data import formats
-
- AIML
- Unstructured text used to generate AIML
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- Private network or public sector network
- IPsec or TLS VPN gateway
- Data protection within supplier network
- IPsec or TLS VPN gateway
Availability and resilience
- Guaranteed availability
- Our SLA is 99.99%, each hour outside this SLA is refunded back on a per hour basis, in proportion to the total hours for the month for the cost of the service. With a maximum compensation of 60% of the total monthly service.
- Approach to resilience
- This information is available on request
- Outage reporting
- Alerts are forwarded to the user; these can be dispatched via email and/or SMS
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Dedicated link (for example VPN)
- Username or password
- Access restrictions in management interfaces and support channels
- Management and support networks are isolated from the application network. The framework contains an in-depth role-based access control (RBAC) mechanism. Users are defined roles and their access is further limited to specific functionality.
- Access restriction testing frequency
- At least once a year
- Management access authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Dedicated link (for example VPN)
- 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
Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- No
- Cyber essentials plus
- No
- Other security certifications
- No
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- No
- Security governance approach
- We are aligned to ISO27001. As a small company we have not yet gone through the formal certification process yet.
- Information security policies and processes
- We have an ISO27001 ISMS and supporting document set that contains our own policies and procedures for items suach as anti-virus policy, user password policy and incident response. We have had some of this validated via the Cyber Essentials scheme.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- All code is checked into one of the GIT repositories in use. The solution is split into various repositories, with one being used for configuration information. A continuous build process controls the solution deployment. In-house processes control change management.
- Vulnerability management type
- Undisclosed
- Vulnerability management approach
- Import security updates for the underlying OS are obtained from recognised sources. These updates are installed immediately. Any patches required for our in-house code are deployed after rigorous testing.
- Protective monitoring type
- Undisclosed
- Protective monitoring approach
- We monitor numerous log files to identify any potential compromise and respond to these immediately. No comprimises have occured to date, but if they were to occur, we would resond to these immediately.
- Incident management type
- Undisclosed
- Incident management approach
- Users report incidents via an online ticketing system. Pre-defined process are followed for common events, such as end-user password resets. The support system has a number of pre-defined reports that show the status of any incidents.
Secure development
- Approach to secure software development best practice
- Supplier-defined process
Public sector networks
- Connection to public sector networks
- No
Social Value
- Fighting climate change
-
Fighting climate change
There is no greater threat to our collective future than climate change. At Mobile Edge UK, we believe that industry has a key role to play in finding sustainable solutions to today’s climate challenges.
By the follow actions:
Monthly Measure And Analyse Greenhouse Gas Emissions of activities in Mobile Edge. These are rated and reviewed with all members of Mobile Edge for awareness.
Reducing Energy Consumption as company culture. Actions such as turning off the lights in the office in the evening, slightly lowering the heating or the air conditioning or taking devices off the plugs when it’s not needed. Paying more attention to other daily routine actions, businesses can slightly reduce their energy consumption and, thus, their impact on the climate.
Using Renewable Energies: Where it is under Mobile Edges control use Renewable Energies also encouraging all staff members to choose renewables when it is possible.
Reduce zero waste. Endeavour to recycle 100% of our e-waste, such as computers and servers, as well as all our office furniture. We are committed to eliminating single-use plastics in our locations.
Optimize Employees’ Transportation. encouraging employees to take public transit, promote use of EV vehicles, to carpool with other colleagues living closeby or by giving them discounts on public transportation.
Raise Awareness Among Employees, Clients And Other Stakeholders.
Promote Environmentally Friendly Ways Of Working. For example consider video conferences that avoid employees traveling by car for meetings with clients or internal meetings. - Covid-19 recovery
-
Covid-19 recovery
At Mobile Edge we have introduced the following:
When any member of staff has any Covid symptoms we encourage them to work remotely until symptoms are cleared.
Encouragement of all staff members to adhere to NHS guidance on vaccines and prevention of Covid 19.
Encouragement of staff to follow good hygiene practices, including washing hands and the use of tissues for sneezing etc.
In each location providing hand sanitisers and encouraging staff to use these when entering the premises. - Tackling economic inequality
-
Tackling economic inequality
At Mobile Edge UK we are tackling economic inequality by the following:
Regular reviews of gender and race pay to ensure no equality differences.
Review of corporate profits and prioritisation of investments, how they shape relationships with workers and suppliers, and the overall purpose driving their business.
From creating new businesses and new employment opportunities, to improving education and training, Mobile Edge UK is committed to tackling economic inequality at root. Our overriding vision is to help lower the unequal distribution of income and opportunity between different groups in society.
Educating staff in respect to economic inequality.
Inclusion of work experience with schools and universities. - Equal opportunity
-
Equal opportunity
Mobile Edge UK is committed to a policy of equality of opportunity as an employer with regard to our policies and practices for employees and potential employees. This means that no employee or applicant will be treated less favourably on the grounds of their sex, marital status, race, nationality or ethnic origin, disability, sexual orientation, gender identity, age, religion, working practices or whether they have HIV and/or AIDS.
This policy covers all areas of employment: recruitment and selection, terms and conditions, promotion, transfer, training, appraisal and selection for redundancy. The policy outlines what equality of opportunity means within Mobile Edge UK, what we mean by discrimination and harassment, what sort of behaviours and attitudes we wish to promote, and also what procedures and actions you can take if you feel you have been discriminated against, victimised or harassed.
The Equal Opportunities Policy will be communicated to all applicants, new appointees during their induction and to all employees.
Mobile Edge UK believes that equality of opportunity is vital so that all employees have a fair and equal chance of developing their abilities and realising their expectations and to make full and effective use of their potential. It is Mobile Edge UKs aim to create a working environment free from discrimination and harassment based on respect, and to enable employees to successfully balance home and work commitments. - Wellbeing
-
Wellbeing
At Mobile Edge we promote Wellbeing as a culture by:
Promote Health and Safety: Training in Accident Prevention, Development of Accident Prevention Procedures, Maintenance of a safe working environment, Emergency Procedures for Fire and major incident and Enforcement of a ‘No Smoking’ Policy
Reduce Stress in the Workplace. Promote a culture of open communication. Ensure that staff have the right training to perform their work. Train staff to recognise the symptoms of stress. Ensure staff are free from any form of harassment or inappropriate behaviour. Monitor staff workloads. Provide details on Confidential helplines, stress and lifestyle advice clinics.
Create a Positive Work Culture. A positive work culture is one with clear vision and purpose where staff are aware of their individual contribution. This enables staff to be engaged with the success of the company.
Improve Communication between Management and Staff. Aim for good communication between all levels of the organisation, between departments, managers and staff, and between individual colleagues. This fosters a culture of trust and cooperation, which results in less conflict and more efficient working. Good communications encourage a positive work culture, which helps to promote wellbeing.
Pricing
- Price
- £100 to £1,500 a unit a month
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
- The free/trial version is a fully functional service that allows the user to carry out any task. The trial period is agreed after discussion with the user and can be ajdusted to suit their requirements.