Fluence

Quality Assurance AI

Fluence AI integrates into your organisation to improve decision making, automate routine tasks and to help verify high-stakes judgements, optimising employee time to focus on higher-value work. Utilising cutting edge Natural Language Processing (NLP), the Fluence Engine is able to interpret and analyse complex documentation within seconds.

Features

• Natural Language Processing (NLP), Artificial Intelligence (AI), Machine Learning (ML)
• Latent Semantic Analysis (LSA), Latent Semantics, Topicality analysis
• Forensic Linguistic Analysis (FLA), Forensic Linguistics, Stylistic analysis
• Auditable AI, Transparent AI, Explainable AI, Model auditability
• Robotic Process Automation (RPA), Intelligent Automation (IA), Decision Automation (DA)
• Quality Assurance (QA), Standards Management (SM), Risk Stratification (RS), Triage
• Project management, Digital Transformation, Innovation management
• Document understanding AI, Quality Assurance, Standard Management
• Business Intelligence (BI), Data analytics, Document understanding analytics, Data visualisation
• Tech-enabled consultancy, AI-enabled consultancy

Benefits

• Explore and understand your content-heavy data
• Monitor complex processes, Automate repeatable processes
• Mitigate human bias, guard against decision subjectivity
• Understand and review organisational decision making
• Reduce operational costs and increase efficiency through automation.
• Augment human decision making
• Implement data-driven decision making
• Reduce time and cost of adopting AI
• Future proof core functions and processes

£240,000.00 to £10,000,000 a licence

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 jennifer@fluence.world. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

202522911837131

Contact

Jennifer Hore
01216380760
jennifer@fluence.world

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: The service is subject to planned maintenance and scheduled updates. Please see additional terms.; Quality of service is dependent on successful data integration with the client, either as a pre-agreed data transfer protocol or via an API integration. ; Training the service may require engagement from client experts to engage with training and monitoring the AI.
• System requirements: Internet connectivity and supported internet browsers.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to respond to customers as quickly as possible when queries come in. Our email and phone lines are staffed 9-5, Monday-Friday. Response times are subject to contract.
• 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: 9 to 5 (UK time), Monday to Friday
• 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 via the Fluence website.
• Web chat accessibility testing: Web chat is via third party provider Tawk.
• Onsite support: Yes, at extra cost
• Support levels: All clients receive a named project lead at Fluence to support them through their onboarding period. Fluence’s project lead will liaise directly with the client’s project lead to arrange data migration, software setup and initial training. The client will receive a dedicated 30 minute project call each week through their onboarding period, and is able to get further help through email and phone support. The cost is covered by the onboarding fee.; ; Onsite support and training is available, with costs outlined in the Onsite Support Pricing Document.; ; Fluence offers clients the option to tailor their support level agreement to their organisation’s requirements. Customisation includes guaranteed response times, more extensive project management support and additional support from specialist personnel such as technical account managers, cloud support engineers and onsite engineers. Custom SLAs are priced according to the size and complexity of the organisation.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: When a new client joins Fluence, they are appointed a Project Lead who will schedule a ‘Kickoff Meeting’ web conference to plan and discuss data migration, user training and implementation goals. Full written data migration instructions are sent to the client. ; ; Through the onboarding period, the client will receive a weekly 30 minute call with their Project Lead to review project status and answer any questions. ; ; Help documentation is available through the Fluence support portal and can be accessed online via the platform. Documentation includes written guides and video instructionals.; ; Paid for onsite training / support is available at request.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All client data processed by Fluence will always be owned by the client. Fluence will provide a full extract of all client owned data upon request, additional charges may occur.
• End-of-contract process: The standard Fluence license agreement covers support, hosting, upgrades and maintenance on a rolling 12 month contract. ; ; Should the client wish to terminate their service after the Initial Licence Period, including the deletion of all historic data processed by the service, it must give 90 days notice in writing to the Fluence. If a notice to terminate is not received within 90 days of the contract end date, the contract will be renewed for an additional 12 months.; ; Client access to the Fluence platform will cease at midnight on the contract end date. Once this date has passed, Fluence are no longer the appointed Data Processor, and in line with the General Data Protection Regulation (EU) 2016/679, any client owned data will be permanently deleted after 30 days.; ; If the client has not extracted their data after the contract end date, they can request an extract up to 30 days after the end date, for which there is an administration fee of £500 (+VAT). After 30 days, all client owned data is permanently deleted by Fluence and it is no longer possible to extract or migrate any data.

Using the service

• Web browser interface: Yes
• Supported browsers: Chrome
• 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: Multi level user features, data visualisation, data training features.
• Accessibility standards: None or don’t know
• Description of accessibility: N/A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: API integration is a custom offering, adapted to the clients needs.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Customisation can vary from minor changes to fully bespoke offering.

Scaling

• Independence of resources: Fluence software is hosted on scalable AWS or Excoscale micro-service architecture that can be scaled according to the demands of the client. Fluence utilises hyperscale services for compute-intensive tasks, in order to protect clients from surges in demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Document processing times, quanity of documents processed, user acces, usage, services access, etc.
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• 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: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Fluence will provide data upon request in accordance with the contract.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: API (if applicable)

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)

Availability and resilience

• Guaranteed availability: Availability is provided in accordance with SLA and according to the terms and conditions accompanying the G Cloud framework.
• Approach to resilience: AWS infrastructure. Wider details available upon request.
• Outage reporting: Email alerts and in some cases account managers will be in direct contact.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Servers do not permit access via password.; Access is only possible with SSH keys protected by pass phrases.; These are only accessible to staff who require access to the client’s project.
• Access restriction testing frequency: At least once a year
• Management access authentication: Public key authentication (including by TLS client certificate)

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: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: Cyber Essentials Plus. Fluence’s Delivery Manager reports into CEO regarding security policies.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Fluence’s change management processes are informed by the principles of ISO9001 and ISO27001.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We run quarterly internal vulnerability assessments. We proactively review our services, systems and networks. We monitor project relevant vulnerability databases. Vulnerabilities always take highest priority in our defect queue.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Continuous monitoring of access logs and react quickly to unexpected entries. We investigate unusual patterns of activity. We form a task group to determine the route cause of a compromise before continuing.
• Incident management type: Supplier-defined controls
• Incident management approach: Fluence has a defined process for reacting to incidents. Incidents typically handled by the client’s dedicated project lead who coordinates technical and strategic resources. Fluence will provide incident reports in accordance with the terms of the SLA.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  By analyzing data related to energy consumption, waste generation, and resource usage, Fluence's technology can identify inefficiencies and areas for improvement. This information enables companies to optimize their operations, reduce waste, and minimize their environmental footprint.; Overall, Fluence's advanced analytics solution can play a crucial role in helping companies identify opportunities for reducing their environmental impact, increasing sustainability, and contributing to global efforts to combat climate change.

Pricing

• Price: £240,000.00 to £10,000,000 a licence
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 jennifer@fluence.world. Tell them what format you need. It will help if you say what assistive technology you use.