AI Powered Email Automation
Aileen is an AI-powered solution that transforms contact centre efficiency. It automates email handling, integrates with existing systems, and delivers personalized responses. Aileen delivers immediate operational savings and an average FCR improvement of 19%.
Features
- Seamless Integration: Connects to knowledge bases
- AI-Powered Automation: Automates email tasks
- Agent Empowerment
- Customisable Workflows
- Robust Governance & Security
- Scalable & Resilient Architecture
- Ideal for High-Volume, Complex Inquiries
- Prioritizes Exceptional Customer Experience
- Continuous Learning: AI models adapt and improves
- Cost-Effective Support: Reduces costs by automating tasks
Benefits
- Rapid AHT Reduction: Slash handling time with AI-powered workflows.
- Boosted FCR Rates: More first-call resolutions, happier customers.
- Reduced Costs: Lower email costs, optimize agent resources.
- Scalable, Efficient Support: Handle changing volumes
- Reliable Experiences: Consistent, professional responses
- Define Objectives: Target ideal emails for maximum automation impact.
- Seamless Integration: Connects to existing systems
- AI-Powered Responses: Curated responses with quality control
- Optimize and Enhance: Fine-tune performance for FCR gains.
- AI-Powered Efficiency: Multiple AI types for personalised service
Pricing
£85,000 an instance
- Education pricing available
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
3 4 5 5 9 5 4 7 5 8 1 8 1 0 0
Contact
ARDANIS TECHNOLOGIES LIMITED
William Waldron
Telephone: +353871470965
Email: william.waldron@ardanis.com
Service scope
- Software add-on or extension
- Yes
- What software services is the service an extension to
-
All system components are PaaS services, which support high performance and scalability:
Azure SQL DB
Cosmos DB
Vector DB
Azure storage
GPT service: scalable by reserving TPM (tokens per minute) quotas. - Cloud deployment model
- Private cloud
- Service constraints
- The target SLA for Aileen is 99.9% for the default configuration. The underlying PaaS services readily support increasing availbility and resilience via increasing redundancy into the PaaS Architecture. This will be costed per customer.
- System requirements
-
- Azure: Microsoft’s cloud computing platform and infrastructure
- Azure SQL DB
- Cosmos DB
- Vector DB
- Azure storage
- GPT service
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Severity level (S1 to S4) are based on the support issue urgency. either;
S1 (Major Incident): A critical problem affecting almost all users or systems.
S2: A significant problem affecting many users or systems.
S3: An issue affecting a few users or systems.
S4: A non-urgent question or request for information.
Target Response, Resolution, & Update Table:
S1 (Major Incident)
RT: 15 minutes
Restore: 4 hours
Updates: Hourly
S2
RT: 20 minutes
Restore: 8 hours
Updates: 4 hours
S3
RT: 20 minutes
Restore: 2 business days
Updates: Daily
S4
RT: 20 minutes
Restore: 5 business days
Updates Every 2 days - 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
- Onsite support
- Support levels
-
With the Aileen maintenance service, customers will receive standard support levels governed according to set classification levels per their contracted agreement. This support levels in place to keep the services provided running smoothly.
Level 1 Support
Maintenance Services: Fixing problems and providing workarounds after you report an issue.
Helpdesk: Logging and tracking problems by phone, email, and online portal.
Level 2 Support
Preventive Maintenance: Proactively fixing software problems found by Ardanis.
Support Services: Phone and email help during business hours (9 am - 5 pm, Mon - Fri) for troubleshooting the software features.
Severity Classification System
The customer assigns the initial severity: When a support request is submitted, the customer chooses a severity level (S1 to S4) :
S1 (Major Incident): A critical problem affecting almost all users or systems.
S2: A significant problem affecting many users or systems.
S3: An issue affecting a few users or systems.
S4: A non-urgent question or request for information.
Ardanis might suggest a different level if needed, and we'll work with you to reach an agreement. If we can't agree, Ardanis's classification will be used.
Fast response based on severity: The helpdesk will respond quickly based on the agreed-upon severity level. - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
Ardanis provides a dedicated onboarding team to guide you through the introduction of Aileen. Our team collaborates with yours to establish high-level requirements, costing estimates, and the best integration paths with your existing contact centre solutions and internal systems.
Scoping
Ardanis, along with the client, will scope the following:
Customisation Needs: Identify areas where Aileen may require tailoring to align with your specific workflows and processes.
Contracting
Service Agreement: A formal service agreement outlining the terms, scope of work, pricing, and support levels is established.
Licence Agreement: Address security, compliance, and service level requirements specific to client expectations.
Build
Configuration and Integration: Ardanis sets up Aileen, establishes the identified integrations, and customises the platform based on the scoping outcomes.
Development: Ardanis develops additional features or interfaces for optimal alignment.
Build flows and connect the flows to the data sources that support the specific flow and use case.
Run
Comprehensive Training: We offer tailored training sessions for administrators (train the trainer). This ensures your team leverages the provided solution effectively from day one.
Knowledge Base & Support: Our comprehensive online knowledge base and technical support team are available for ongoing assistance. - Service documentation
- Yes
- Documentation formats
- HTML
- End-of-contract data extraction
-
Offboarding
Data Retention: we don't retain customer data as this is stored in client instances.
Data Extract: Customer Data is housed in customer-owned and managed tenants, so no extract process is required; simply decouple the Aileen services from the data storage and processing instances. - End-of-contract process
- End-of-Contract Process: The notice period will be documented within the client agreement. Upon receipt of the notice, your Aileen account and access to all associated services will be deactivated.
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
- Other
- Designed for use on mobile devices
- No
- Service interface
- Yes
- User support accessibility
- WCAG 2.1 AAA
- Description of service interface
- React: A JavaScript library for building user interfaces, known for its efficient rendering and component-based architecture.
- Accessibility standards
- None or don’t know
- Description of accessibility
-
Client Roles
Client Administrators: Have access to dashboards for tracking key performance, including metrics like response accuracy, time saved, and customer satisfaction.
Client Users (Agents): Work within their existing contact centre CRM system. Aileen integrates seamlessly, providing a dedicated section for agents to review and approve AI-generated responses before sending them to customers.
Client-Side
Minimal Installation: Aileen leverages existing contact centre CRM capabilities (e.g., webhooks) to minimise client-side setup. - Accessibility testing
- As noted above, Aileen integrates seamlessly, providing a dedicated section for agents to review and approve AI-generated responses before sending them to customers. This approach ensures easy assistive technology within existing, well-known contact centre solutions like Freshworks.
- API
- Yes
- What users can and can't do using the API
-
Set up a service: API endpoints can be configured in the service flow setting, which creates user accounts and establishes core preferences.
Make changes: Administrators can update settings, manage parameters, and modify existing configurations through the comprehensive user interface.
API Calls: API calls can be used to update, modify and enhance user data.
SWAGGER: We also offer comprehensive, interactive, and user-friendly API documentation. - API documentation
- Yes
- API documentation formats
- Open API (also known as Swagger)
- API sandbox or test environment
- No
- Customisation available
- Yes
- Description of customisation
-
Important Note: The level of customisation might vary depending on a client's support package or technical capabilities and contact center solution. Ardanis can provide more specific details on these customisations at the time of scoping the project. Examples of customisation includes;
Automation targets: Clients choose which email requests are best suited for automation (e.g., password resets, invoice date, package upgrade).
Response templates: Clients can tailor the language and tone of AI-generated responses to align with their brand voice.
Data sources: Clients determine which systems Aileen accesses, such as helpdesks, knowledge bases, CRMs, or internal databases.
Workflows: Clients can define the steps and rules involved in resolving specific issues, ensuring Aileen follows the company's processes.
Escalation paths: Clients set conditions for when Aileen hands off a ticket to a human agent, ensuring complex cases get the attention they need.
How users can customise
User interface: Ardanis user-friendly dashboards can be configured to support key metrics per customer.
Technical guidance: Ardanis offers documentation and support users through the customisation processes.
Who can customise
Client Administrators: Have access to customisation settings.
Ardanis Technical Teams: Ardanis will have primary control over customisation, especially at onboarding.
Scaling
- Independence of resources
- All system components are PaaS services, which support high performance and scalability.
Analytics
- Service usage metrics
- Yes
- Metrics types
-
All infrastructure resources send metrics to Log Analytics.
All applications are natively integrated with Application Insights, enabling
Frontend logs
Server logs
Web request logs
Availability logs and SLA Reporting
Custom alerting
Business intelligence KPIs (user, session, event analysis, throughput, peak load, usage patterns, end to end latency) - Reporting types
-
- API access
- Real-time dashboards
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- None
Asset protection
- Knowledge of data storage and processing locations
- Yes
- Data storage and processing locations
- 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 SSAE-16 / ISAE 3402
- Data sanitisation process
- Yes
- Data sanitisation type
- Explicit overwriting of storage before reallocation
- 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 export approach
Customer Data Export: Customer data resides within the customer's own Azure cloud environment. This allows for managing structured and non-structured data exports using standard Microsoft Azure tools.
Direct API Export: Our API provides endpoints for querying and exporting structured data in common formats.
Reports: Regular reporting is provided via HTML and CSV formats. - Data export formats
-
- CSV
- Other
- Other data export formats
- HTML
- Data import formats
- CSV
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
- The target SLA for Aileen is 99.9% for the default configuration. The underlying PaaS services readily support increasing availability and resilience via increasing redundancy into the PaaS Architecture. This will be costed per customer.
- Approach to resilience
- The target SLA for Aileen is 99.9% for the default configuration. The underlying PaaS services readily support increasing availability and resilience via increasing redundancy into the PaaS Architecture. This will be costed per customer.
- Outage reporting
-
All infrastructure resources send metrics to Log Analytics.
All applications are natively integrated with Application Insights.
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
-
Access to management interfaces is tightly controlled with the following safeguards:
IP Whitelisting: Where possible, we limit access to specific IP addresses or ranges.
2FA: Multi-factor authentication is required for all privileged accounts.
Dedicated VPN gateway: A dedicated VPN gateway provides a secure connection for privileged access. - Access restriction testing frequency
- At least every 6 months
- 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 have access to real-time audit information
- How long user audit data is stored for
- At least 12 months
- Access to supplier activity audit information
- Users have access to real-time audit information
- How long supplier audit data is stored for
- At least 12 months
- How long system logs are stored for
- At least 12 months
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 recognise the critical importance of robust information security. To that end, we have carefully aligned our security practices with the internationally respected ISO 27001 standard. This framework provides a systematic approach to managing and continuously improving information security. By prioritising risk assessments, implementing comprehensive controls, and emphasising ongoing monitoring and review, we demonstrate our commitment to safeguarding sensitive data and protecting the confidentiality, integrity, and availability of our systems and information.
- Information security policies and processes
-
By prioritising risk assessments, implementing comprehensive controls, and emphasising ongoing monitoring and review, we demonstrate our commitment to safeguarding sensitive data and protecting the confidentiality, integrity, and availability of our systems and information. Some of the key policies include (sample list);
Information Security
Access Control
Incident Response
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
-
Change Control Process(CCP): The CCP has an integrated review of potential security risks and user implications during changes.
User Impact Analysis: Changes that might affect user experience, data privacy, or service availability. This helps ensure changes don't inadvertently disrupt crucial user workflows.
Security Impact Analysis: Changes with potential security impacts undergo a structured analysis to identify risk areas and appropriate mitigation measures.
Mitigation Planning: Alongside risk identification, the analysis proposes mitigation strategies and controls are tested.
Testing and Staging: Dedicated testing and staging environments allow changes to be evaluated in a controlled manner before deployment to production. - Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- Our vulnerability management process focuses on identifying and addressing potential high-risk threats. We use threat intelligence feeds, automated vulnerability scanning, and risk-based prioritisation for patch deployment.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
All infrastructure resources send metrics to Log Analytics.
All applications are natively integrated with Application Insights. Fast response based on severity: The helpdesk will respond quickly based on the agreed-upon severity level. We track all response times:
S1 (Major Incident): A critical problem affecting almost all users or systems.
S2: A significant problem affecting many users or systems.
S3: An issue affecting a few users or systems.
S4: A non-urgent question or request for information. - Incident management type
- Supplier-defined controls
- Incident management approach
- Our incident management process is structured to ensure swift resolution and minimise disruption. We have detailed procedures for common event types, streamlining our response and ensuring consistency. Users can easily report incidents via phone and email, and we provide regular status updates and a comprehensive post-incident report for transparency and learning.
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
Social Value
- Social Value
-
Social Value
- Equal opportunity
- Wellbeing
Equal opportunity
To achieve remarkable results, we
empower our employees, providing them
with resources, support and autonomy. We
nurture talent, encourage growth and
provide opportunities for individuals to
excel. We celebrate collaboration and
teamwork.Wellbeing
We promote considerate and responsible actions
to help our colleagues, customers, the
environment, the planet, society and the
economy.
We value and respect individual skills, opinions,
personalities and experiences. We treat each
other, partners and customers with empathy,
kindness and an open mind. We create an
environment where everyone is encouraged to
express their opinions and ideas.
Sustainability is important to us.
Pricing
- Price
- £85,000 an instance
- Discount for educational organisations
- Yes
- Free trial available
- No