Hostcomm Limited

AI Customer Service Agent

CXCortex is an AI customer service agent that performs customer service autonomously using AI through a variety of channels such as email, chat, SMS and phone calls. The main purpose of CXCortex is to provide; email, voice & chat assistance, call recording analysis, CX analytics, AI quality assurance.

Features

• Uses conversational AI based on the latest language models
• Handles email, chat & voice interactions autonomously.
• Integration with many apps including Teams, Slack, Outlook
• CX analytics for triaging of emails and call recordings.
• UK based platform, complies with UK GDPR
• Easily train using PDFs, spreadsheets, historical interactions.
• Generates editable responses automatically for review or auto-sending.
• Premises option, Azure & AWS hosting available
• Dashboard view of all interactions with filtering
• Multiple AI customer service agents can work in teams

Benefits

• Engage your customers 24/7 and reduce operational costs.
• Ensure all interactions with customers are consistent and compliant.
• Compliance with UK Government data privacy.
• Easy to set up and maintain without coding.
• Reduce operational costs using automation.
• Provide the same high quality service across multiple channels.
• Eliminate backlogs in email responses.
• See real time customer service insights across all channels

£29.00 to £49.00 a unit

• Education pricing available
• Free trial available

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 chris.key@hostcomm.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

487191752711274

Contact

Chris Key
0808 169 4400
chris.key@hostcomm.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements:
  • User PC with Windows, 2 CPUs, 2GB RAM
  • Headphones
  • Softphone or SIP handset

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our average response time to a questions is 17 minutes during week days. Over the weekend the average response time is 80 minutes.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• 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: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Hostcomm uses Microsoft's Access Insights for Chrome & Edge testing. It also uses Google Cloud Speech (TTS & STT) to convert chat dialogues into audible speech using a standard browser for people with hearing disabilities. Demonstrations of this are available.; ; Accessibility Insights for Web is an extension for Chrome and Microsoft Edge Insider that helps developers find and fix accessibility issues in web apps and sites.
• Onsite support: Yes, at extra cost
• Support levels: Severity 1 (Critical Service Incident) - Within 15 mins ; Severity 2 (Critical Service Incident) - Within 30 mins ; Severity 3 (Non-Critical Service Incident) - Within 1hr ; Severity 4 (Minor Support Request); ; Our service includes unlimited telephone technical support and access to our automated ticketing system. You will receive an average response time of 17 minutes to a ticketed question and will wait an average of 2 mins for a technical support call. You will have a dedicated account manager and technical engineer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training is provided at our training centre in Leicester, through online training classes and onsite as well. Full documentation including quick start guides and manuals are also made available. We also provide online chatbots to answer questions 24X7.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: They can download their data via VPN / TLS 1.2 or Hostcomm can provide their data via a USB drive and secure courier.
• End-of-contract process: The client is using a cloud service so termination is very easy, there is no need for a site visit. Data retrieval is the main issue, hostcomm charges if the client wants a USB drive with their call recordings and database backup.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Just the layout which adjusts automatically.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The administration and agent service interfaces can be used with any browser without the need to download an application or module.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: The system incorporates a chatbot for self service provision which can convert speech to text and text to speech. This means a user of the chatbot can hear the chatbot and speak to it without needing to see it. Even basic live chat text can be converted to speech using a Chrome browser. The live chat and chatbot interface has been tested for enlargement of text through Chrome and Firefox.
• API: Yes
• What users can and can't do using the API: The web API can be used to control functionality on the AI agent with a simple https web request to pass parameters to the API script. ; Further information is available upon request.
• API documentation: Yes
• API documentation formats:
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Administrators can change the colours and logo of the admin and agent interfaces. We can also provide a more advanced customisation of the web interface if required.

Scaling

• Independence of resources: All services are now 100% hosted in MS Azure & Amazon AWS. Users will have a dedicated server or will be allocated dedicated VPS resource. AWS scaling is very easy and VPS instances can be upgraded within minutes or can be set to “Auto-scale”.

Analytics

• Service usage metrics: Yes
• Metrics types: There are hundreds of reports which cover metrics such as agent performance, server loading, user access, admin change log, SLAs, client wait times, KPI achievements. These reports are customisable.
• Reporting types:
  • API access
  • 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: The service is hosted on Amazon AWS, Hostcomm follows PCI DSS process, data encryption, access control, firewalls, permission based logins.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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 a .csv file or MySQL export which can be scheduled to run each day. The service also includes a secure call recording export tool and GDPR data removal facility.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Mysql
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Service Availability Guarantees 99.99%.; ; If in any one (1) month Hostcomm does not meet its service availability guarantees, the Customer will be entitled to receive credit. Further details available on request.
• Approach to resilience: Data on Amazon AWS is stored using S3 or EC2 services which have fault tolerance built in such as multiple availability zones where data and applications can be replicated.
• Outage reporting: Email alerts and via a portal announcement service.

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
  • Other
• Other user authentication: Firewall filtering on IP address
• Access restrictions in management interfaces and support channels: Firewall filtering on IP address, VPN, Strong passwords, 2FA
• 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
  • Other
• Description of management access authentication: Firewall filtering on IP address

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: User-defined
• Access to supplier activity audit information: Users have access to real-time 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: Amazon are accredited by EY CertifyPoint
• ISO/IEC 27001 accreditation date: 05/11/2019
• What the ISO/IEC 27001 doesn’t cover: Our data centre provider, Amazon Web Services, is certified.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Securious Ltd
• PCI DSS accreditation date: 24/04/2019
• What the PCI DSS doesn’t cover: Service Provider Level 1 is what is covered.
• 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: Yes
• Security governance standards: Other
• Other security governance standards: Hostcomm is a PCI DSS Level 1 Service Provider
• Information security policies and processes: PCI DSS

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Hostcomm uses a web based change management system which is part of our helpdesk system (FreshService) Change control applications are forced for PCI DSS cases and reason, risk, impact, rollback plan are all assessed and logged. There is an approval board which has to sign off changes based on the request. Changes to software applications are approved by a second developer.Lifetime tracking is achieved through a combination of the helpdesk system and GitHub.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Hostcomm performs vulnerability scanning every 3 months in line with PCI DSS compliance. The scanning software is updated with new threats by the vendor. Updates and patches are implemented overnight if critical or as soon as is reasonable if medium or low categories.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Hostcomm uses an Intrusion Detection System which identifies compromises using "agents" deployed on all network assets. When one is found an alert is posted on the technical support dashboard and an email is sent to the Technical Support Manager and Security Officer and a incident ticket is raised. The client is informed immediately if applicable, Hostcomm then follows PCI DSS procedure for remedial actions.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Incidents are logged using our helpdesk ticketing system. We follow PCI DSS Policy and Procedure which is reviewed and updated. We carry out quarterly internal/external scans on our systems in the PCI DSS environment. Security Information and Events Management system (SIEM) monitors the systems in the PCI DSS environment which logs events and warns us on important events which our information security officer investigates.

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

  • Fighting climate change
  • Tackling economic inequality

  Fighting climate change

  An AI customer service assistant can significantly contribute to tackling climate change by optimising resource use and promoting sustainable practices in several impactful ways:; ; Energy Efficiency: AI assistants can enhance energy management in commercial and residential settings. By analyzing usage patterns and environmental data, they can automatically adjust systems such as lighting, heating, and cooling to optimise energy consumption, significantly reducing carbon emissions.; ; Sustainable Consumer Practices: These assistants encourage sustainable consumer behavior by recommending environmentally friendly products and services. For example, they might suggest energy-efficient appliances or eco-friendly alternatives during customer interactions, influencing purchasing decisions towards more sustainable options.; ; Resource Optimisation: AI customer service assistants help businesses streamline their operations by ensuring efficient resource allocation. This includes managing supply chains to reduce waste and the carbon footprint associated with production and logistics, like optimising delivery routes to decrease fuel consumption.; Data-Driven Insights: Through interactions with customers, AI assistants gather large amounts of data, which can be analysed to gain insights into consumer behavior and preferences. This information helps businesses develop greener practices and products, aligning better with environmental standards and consumer expectations for sustainability.; Scalability and Reach: Due to their digital nature, AI assistants can interact with a vast number of customers simultaneously around the globe. This extensive reach allows them to promote and educate on sustainable practices more broadly and effectively than human counterparts, thus having a greater overall impact on reducing carbon footprints.; By integrating these capabilities, AI customer service assistants not only help businesses operate more efficiently but also play a crucial role in advancing global efforts to combat climate change, making them a valuable tool in promoting sustainability across industries.

  Tackling economic inequality

  AI customer service assistants can be powerful tools in addressing economic injustice by making essential services more accessible and promoting equity in information and opportunities. Here’s how they contribute:; ; Accessibility to Services: AI assistants provide 24/7 customer service, making it easier for people from all socioeconomic backgrounds to access information and support when they need it, without the barrier of traditional business hours. This constant availability helps level the playing field, especially for those who may work non-standard hours or live in time zones underserved by conventional customer support systems.; ; Cost Reduction: By automating responses to common inquiries and guiding users through troubleshooting processes, AI customer service assistants significantly reduce the operational costs associated with human support teams. These savings can be passed on to consumers, lowering the cost of services and making them more accessible to lower-income individuals.; ; Personalised Assistance: AI technology can tailor support and recommendations according to individual user behavior and preferences. This personalised approach helps users from economically disadvantaged backgrounds find the most cost-effective solutions or services suited to their specific circumstances, enhancing financial inclusivity.; ; Financial Education and Empowerment: AI assistants in sectors like banking and finance can educate users on financial products, manage budgets, and provide personalised saving tips. This empowerment is crucial for individuals in lower-income brackets to make informed decisions that can improve their economic status.; Employment Opportunities: By handling routine inquiries, AI assistants free up human agents to focus on more complex and rewarding tasks, potentially creating higher-quality jobs. Additionally, the development and maintenance of AI systems also generate new tech-related jobs, contributing to economic diversification.; Through these mechanisms, AI customer service assistants help mitigate economic injustice by enhancing service accessibility, reducing costs, personalising assistance, educating consumers, and creating employment opportunities, fostering a more equitable economic environment.

Pricing

• Price: £29.00 to £49.00 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full access to standard features for a One month trial.

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 chris.key@hostcomm.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.