Agile Business Process UK, LIMITED

OpenDialog AI Licences, support with associated solutions and services

Elevate efficiency and user experience with conversational AI and generative AI platform, leveraging GenAI and large Language Models (LLM). The platform and assistants (chatbots) are tailored for regulated sectors, ensuring accurate, safe responses and transparent decision-making, automating up to 90% of interactions across your organisation

Features

• Hyper-personalised interactions
• Optimised for regulated industries
• Future-ready with leading AI capabilities
• No-code conversation design
• Insights and analytics
• Multi-language
• Prebuilt digital journeys
• Multi-channel chat
• Pre-trained language models
• Live agent collaboration

Benefits

• Reduction in contact and service centre calls
• Improved customer experience through digital self-service
• Better Insights
• Operational efficiency through digital experience
• Reduced staff hours
• Extended service hours

£1,200 a licence a year

• Education pricing available
• Free trial available

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 steve.barson@abpconsultancy.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

332177274218052

Contact

Steve Barson
07485045447
steve.barson@abpconsultancy.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Open-Dialogue integrates into other software applications such as UiPath to complete the solution
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: None
• System requirements: Dependent on solution

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Support Response Times - ; ; Priority 1: Response within one hour. OpenDialog will use reasonable endeavours and Continuous Effort, within Service Hours, to resolve the Fault within 12 Service Hours.; ; Priority 2: Response within three hours. Fault resolved by the end of the following three Business Days. ; ; Priority 3: Response within one Business Day. Bug fix scheduled for the next available release. ; ; Priority 4: OpenDialog shall consider such issues or requests in the light of other Customer requirements and will advise what action
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support levels are dependent on customer requirements. Each client will have a customer success manager/account manager to support on service to the customer. Our automation support and maintenance offering to clients like NWL comprises of:; • An EU-based service desk is available 24/7/365;; • An ITIL-aligned Service Desk incorporating:;  Incident management;;  Problem management;;  Change management;;  Alert management;;  Event management;;  Capacity management;;  Availability management;;  Application management;;  Daily health checks and reporting; ;  Central notifications and Communications.; • Proactive monitoring of all processes with alerts logged to a dedicated service board;; • Access to our enterprise-class Service Portal for complete service management in a single unified platform –change requests, incident management, reporting, etc.;; • An experienced Account and Service Management Team manages the contract's day-to-day operation, including administration, reviews, reporting, invoicing and billing, etc.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: ABP Consultancy provide onboarding and offboarding support for using the Open Dialogue Platform. This is a professional services offering and therefore will be quoted for specific to the customer's needs.; ; There is also out of the box configurations with online training and documentation
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: The customer can export the data either daily OR at the end of the contract via an API to store and analyse as required.
• End-of-contract process: The software would cease to work and any automated processes would revert to manual again. This is customer specific and discussed and agreed with the client at take on of the contract. ; ; The termination process typically outlines clauses, rights, obligations, and responsibilities for both parties. ABP expects this will include provisions for early termination, which may incur costs. Customers recognise their commitment to the services for the specified Minimum Period and any Renewal Term(s), as detailed in their contract. It's crucial for both parties to understand and agree to these terms to ensure a smooth termination process, if necessary.

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: Differences between the mobile and desktop; service: ; The webchat has been designed to work on both; mobile devices and desktops, there is no; difference in functionality between the two. The; OpenDialog conversation designer application is; purely a desktop application.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Customisation and configurations to out-of-the box SaaS products are provided as per OpenDialog's best practices.

Scaling

• Independence of resources: Scaling is managed by continuously monitoring usage metrics and capacity planning across all services. If required further chatbots can be added.

Analytics

• Service usage metrics: Yes
• Metrics types: The OpenDialog Analyse dashboard gives you an overview of the latest interactions with your application and an overview of project usage over time.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Open Dialogue

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data can be exported via an API
• 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)

Availability and resilience

• Guaranteed availability: OpenDialog Software will be available to Customer for regular use at 99.9% of the Scheduled Uptime.
• Approach to resilience: OpenDialog provides a highly scalable, fault tolerant architecture with an advertised SLA availability of 99.9%. Further details are available upon request with regards to application architecture including disaster recovery.
• Outage reporting: A public dashboard is available showing application health via API and email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: This is completed through user defined rules with password, user name and 2 factor authentication
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: Yes
• Who accredited the ISO/IEC 27001: Qualitas Veritas
• ISO/IEC 27001 accreditation date: 19th December 2023
• What the ISO/IEC 27001 doesn’t cover: For the services provided all is covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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: ABP is ISO27001 accredited

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ABP follows a change management procedure that is signed off by the quality manager. A copy of this policy is available on request following ISO9001 and ITIL best practices. Changes to the automation would go through internal testing and validation along with customer testing prior to commencing in a live environment. This is agreed with the customer prior to service take on.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Every change is tested and solution components are regularly tested for security vulnerabilities. Security patches are applied as soon as they are made available following release management process. We subscribe to security forums and bulletins to keep up to date.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Available on request
• Incident management type: Supplier-defined controls
• Incident management approach: ABP follows ISO27001 and has a pre-defined process for common events and to report tickets to the ABP support desk via email or the ticket system. Once logged an email confirms the ticket number and escalation path if required. The customer will be informed regularly on next steps about the specific incident. Post incident, depending on the severity, a formal review will take place. A copy of the ABP incident management process is available on request

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  ABP are ISO 14001-2015(Environmental Management Systems) certified. In addition to this we have also partnered with Greenr, who have helped us measure and capture emissions at source and offset unavoidable emissions through supporting nature-based projects

  Covid-19 recovery

  ABP support Covid-19 recovery in a number of ways, including remote working. In conjunction with ABP School of Automation we can provide employees with training to up-skill as automation is introduced to the workplace. The School of Automation also provide training for people who wish to enter into a growing sector allowing them to gain employment. This training can also be completed through remote learning.

  Tackling economic inequality

  ABP believe diversity is essential to enhance innovation, creativity, and overall organisational success. As part of our commitment to commitment to empowering underprivileged individuals and promoting a more inclusive environment, ABP School of Automation actively recruit students from diverse backgrounds, including women, minorities and individuals with disabilities.

  Equal opportunity

  ABP has a comprehensive strategy to enhance diversity and inclusion within our contracted workforce, aligning with our commitment to empowering underprivileged individuals and promoting a more inclusive environment.; ; ABP and School of Automation have been actively working to remove barriers to technology careers and playing advancing gender, cultural and neuro diversity and empowering women in the tech industry.; ; ABP exceeds the women in tech diversity levels, increasing year on year, currently 29% vs an industry average of 26% (Target of 40% by 2025). Our commitment to inclusion and diversity will ensure that the talent we provide for the contract is representative of different backgrounds and perspectives.; ; ABP conducts regular audits and assessments to track diversity metrics within ABP and the School of Automation. We use this data to identify areas for improvement and set diversity goals. We believe that promoting diversity and inclusion is essential not only for ethical reasons but also to enhance innovation, creativity, and overall organisational success.; ; ABP and the School of Automation actively recruit students from diverse backgrounds, including women, minorities, and individuals with disabilities.; ; ABP’s goal is to deliver exceptional automation services and set a standard for diversity and inclusion within our contracted workforce. By intentionally nurturing an environment that celebrates differences and empowers ALL individuals, we believe we can create a more innovative, resilient, and ultimately successful work environment for the contract, promoting a culture of diversity and inclusion that benefits all stakeholders involved.; ; We also believe our inclusive approach means that we offer accessible learning resources, flexible training options, and a supportive community. We are dedicated to bridging the knowledge gap and equipping individuals with the skills and knowledge they need to thrive in the world of automation.

  Wellbeing

  ABP actively encourages wellbeing and inclusion within the company. As part of this the company pays for Vitality Health Care. This not only provides health insurance cover to private healthcare but also support for mental health, staying healthy and also to keep employees engaged and motivated.

Pricing

• Price: £1,200 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: There are various options depending on client requirements, but is usually time limited which varies by product.

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 steve.barson@abpconsultancy.com. Tell them what format you need. It will help if you say what assistive technology you use.