Futr AI Limited

Futr AI: Chat-as-a-Service

Futr AI provides an advanced chatbot and live chat platform, designed for streamlined digital communications across various channels. Our service, ideal for the public sector, features traceable AI for transparency and accountability, multilingual capabilities, and context-specific AI models to ensure best-in-class solutions for engaging and serving the public effectively.

Features

Multilingual Support: Seamless communication across multiple languages.
Context-Specific AI Models: Tailored AI adapting to sectorial needs.
Traceable AI: Transparency with auditable AI interaction trails.
Real-Time Reporting: Instant user interaction and engagement analytics.
Remote Access: Flexible management from anywhere.
Multi-Channel Integration: Unified communications across web, mobile, social media.
Automated Escalation: Routes complex queries to humans when needed.
Legacy System Integration: Smooth connection with existing infrastructure.
Secure Data Handling: Ensures user privacy with stringent data protection.
Scalable Architecture: Supports growing user volumes effortlessly.

Benefits

Enhanced User Engagement: Increases interaction through intuitive, multilingual AI communication.
Operational Transparency: Auditable AI trails boost accountability and trust.
Efficiency Gains: Automates routine inquiries, freeing staff for critical tasks.
Instant Analytics Access: Real-time data improves decision-making and user understanding.
Flexible Accessibility: Manage services remotely, enhancing operational flexibility.
Unified Communication Channels: Streamlines digital interactions across all platforms.
Seamless Integration: Easily integrates, modernising legacy systems without disruption.
Brand Consistency: Custom interfaces ensure uniform branding across touchpoints.
Data Security Assurance: Protects sensitive information, maintaining privacy standards.
Scalability for Growth: Adapts to increasing demands, supporting organisational expansion.

£10,000 a licence a year

Education pricing available
Free trial available

Service documents

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 andy@futr.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

Contact

Futr AI Limited Andy Wilkins
Telephone: 07513872409
Email: andy@futr.ai

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: Our service seamlessly extends to CRM platforms, ERP systems, content management systems (CMS), social media management tools, customer support software, and HR management systems, enriching these ecosystems with advanced AI capabilities for comprehensive digital communication and analytics insights.
Cloud deployment model: Public cloud

Private cloud

Community cloud

Hybrid cloud
Service constraints: Our service requires a stable internet connection for optimal performance and may have scheduled maintenance periods for updates, typically conducted during off-peak hours to minimise disruption. Support is optimised for modern hardware configurations and the latest browser versions to ensure the best user experience.
System requirements: Active internet connection for cloud functionalities.

Latest Chrome, Firefox, Safari, Edge versions for optimal performance.

API access for system integrations, if required.

User support

Email or online ticketing support: Email or online ticketing
Support response times: Our support team offers both email and ticketing support, responding to inquiries within 24 hours on weekdays. Weekend response times may extend up to 48 hours due to reduced staffing. Enhanced support is available at extra cost.
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: 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: We are committed to ensuring our web chat platform is accessible and continually seek to improve its usability. Our efforts include ongoing testing to gather insights and feedback. This process helps us identify areas for enhancement, ensuring our service remains inclusive and user-friendly for all individuals.
Onsite support: Yes, at extra cost
Support levels: Standard Support: Included with all licenses, offering access to customer service via email and web ticketing with a guaranteed response time within 24 hours on weekdays. Weekend support may have extended response times.

Premium Support: Available at an additional cost, this level provides expedited response times (within 4 hours), access to a technical account manager for personalised service, and priority ticket handling. Premium support may also include direct phone support and weekend coverage.

Enterprise Support: Tailored for large organisations, this top-tier support includes all Premium benefits plus a dedicated cloud support engineer, 24/7 emergency assistance, and strategic planning sessions. Pricing is customised based on the organisation's size and specific needs.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: To help users start using our service, Futr offers a comprehensive support and training ecosystem designed to ensure a smooth onboarding process:

Online Training: We provide detailed online training sessions covering all aspects of our service. These sessions are led by our expert team and include live demonstrations, interactive Q&A segments, and best practice guides to help users maximise the utility of our service.

User Documentation: Comprehensive user documentation is available, including step-by-step guides, FAQs, and troubleshooting tips. This documentation is accessible online.

Customer Success Manager: New users are assigned a Customer Success Manager (CSM) who provides personalised support, from initial setup to ongoing use. The CSM helps review current processes, plans for success, and advises on the recommended rollout journey.

Meet the Team: An introductory session with our team, including key figures such as the CEO, CTO, and Head of Engineering, ensures users are well-acquainted with the experts behind the service.

While we primarily focus on remote training and support mechanisms to ensure scalability and accessibility, our approach is tailored to meet the specific needs of our users, ensuring they have all the necessary tools and knowledge to effectively integrate and utilise our service from the get-go
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: At the end of a contract, we ensure a straightforward and secure process for users to extract their data from our platform. Users can export their data in several formats to suit their needs and preferences, including XML, PDF, and JSON. This flexibility allows for easy integration of their data into other systems or for archival purposes. The export process is initiated directly from the user dashboard, where users can select the specific datasets they wish to export, choose the desired format, and start the extraction process. Our platform provides detailed instructions and support throughout this process to assist users in efficiently managing their data extraction, ensuring they retain full control and access to their information even after the contract concludes.
End-of-contract process: At the contract's end, users are notified in advance for data extraction preparation. They can export their data in formats like XML, PDF, or JSON. Subsequently, accounts are securely closed, and data is deleted following privacy regulations.

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: Our service is designed to ensure a seamless user experience across both mobile and desktop platforms, with a few adjustments to accommodate the unique features and limitations of each.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Our service interface combines elegance and functionality, ensuring seamless navigation across web and mobile platforms. It features an intuitive dashboard for real-time analytics and management, streamlined for efficiency on desktop with comprehensive access to features. Customisation options allow branding alignment, while API access facilitates robust integrations. Designed with accessibility at its core, it supports diverse user needs, ensuring a consistent, user-friendly experience. Whether on the move or at the desk, our interface empowers users with the tools needed for effective digital communication and analytics insights.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: We are committed to ensuring our web chat platform is accessible and continually seek to improve its usability. Our efforts include ongoing testing to gather insights and feedback. This process helps us identify areas for enhancement, ensuring our service remains inclusive and user-friendly for all individuals.
API: Yes
What users can and can't do using the API: Through our API, users have comprehensive access to Futr AI's array of features, enabling seamless integration and customisation of our chatbot and live chat solutions.

Futr AI commits to providing comprehensive documentation and dedicated support, ensuring a smooth integration process for all users, regardless of their technical proficiency. We offer tailored access levels within the API, enabling granular control over who can make changes or access specific functionalities, aligning with the unique needs and use cases of our diverse client base. This approach guarantees that users can maximise the benefits of our service while maintaining strict security and compliance standards.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML

ODF

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Users can extensively customise our service to align closely with their specific needs and branding requirements. Customisation options include:

Interface Design: Users can modify the look and feel of the chat interface, including themes, colours, and logos, to ensure consistency with their brand identity.

Language and Localisation: The service supports multilingual interfaces, allowing users to add languages and localise content to serve diverse user bases.

Chat Flows and Scripts: Tailor chatbot dialogues, responses, and interaction flows to fit various operational scenarios or customer engagement strategies.

Integration with Existing Systems: Seamlessly integrate with CRM, ERP, and other enterprise systems to enhance functionality and data synchronisation.

Customisation can be performed through our user-friendly web dashboard, offering intuitive tools and templates for non-technical users, or via our API for more in-depth and technical customisations.

Scaling

Independence of resources: To ensure consistent performance regardless of user demand, our service employs advanced auto-scaling techniques for databases and server resources. This dynamic scaling automatically adjusts capacity based on real-time usage, ensuring that increased demand from one set of users doesn't impact the service quality for others. Load balancing techniques distribute traffic evenly across servers, preventing any single point of overload. Additionally, our cloud infrastructure is designed for high availability and resilience, with redundancy built into every layer to manage spikes in demand efficiently, guaranteeing that all users enjoy a seamless and uninterrupted experience.

Analytics

Service usage metrics: Yes
Metrics types: Our service metrics offer comprehensive insights into platform and end-user chat interactions, encompassing over 30 different tables for detailed analysis. Key metrics include visual representations of platform activity, highlighting peak usage times and user engagement patterns, detailed statistics on the languages used in interactions, facilitating targeted improvements and localisation efforts and analysis of the tone and sentiment of chat conversations, providing valuable feedback on user satisfaction and areas for enhancement.
These metrics enable users to understand how both the platform and chat functionalities are utilised, guiding strategic decisions to optimise the user experience and increase engagement.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
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: Other
Other data at rest protection approach: Futr employs Microsoft Azure's extensive range of encryption capabilities,
providing us the flexibility to select the best-suited solution for our needs.
Our preferred choice is Azure Key Vault, which proficiently maintains
control of keys used by our microservices and services to encrypt data.
We ensure that all data is encrypted at rest, using 2048-bit encryption
algorithms across all our relational and non-relational data stores, for
optimum data protection.
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation
Equipment disposal approach: In-house destruction process

Data importing and exporting

Data export approach: Users can export their data through a user-friendly process accessible via the platform. They simply choose the desired format for their data—XML, PDF, or JSON. After specifying which datasets to export, users initiate the export process with a single click.
Data export formats: CSV

Other
Other data export formats: JSON
Data import formats: CSV

Other
Other data import formats: JSON

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

Legacy SSL and TLS (under version 1.2)
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: Futr AI shall use commercially reasonable endeavours to make the Services available 24 hours a day, seven days a week, except for:
a) planned maintenance carried out during the maintenance window of 10.00 pm to 2.00 am UK time; and
b) urgent unscheduled maintenance provided that Futr AI has used reasonable endeavours to give the Customer as much notice in advance as is possible.
Approach to resilience: Futr AI, proudly an ISO 27001 certified entity, stores all data in the UK
region only, utilising Microsoft Azure for all our customer data storage
needs. Microsoft Azure, with its data centres in UK South (our primary
data centre) and UK West (providing regional redundancy), ensures that
customers' data remains within the UK.

Given our ISO 27001 certification, we're equipped to migrate information
to other data centres in North Europe or any other region, ensuring data
is run through our GDPR service and pseudo-anonymised to a compliant
format before being persisted.

Futr AI, with its ISO 27001 certification, uses Databases-As-A-Service
(DaaS) functionality from Microsoft Azure. When customers delete data
or terminate their relationship with Futr, Microsoft adheres to strict
standards for overwriting storage resources before reuse, in accordance
with our ISO 27001 obligations.

All data remains in cloud DaaS based services on Microsoft Azure, and no
data or connection details are stored locally on any hardware owned by
Futr. For UK-based resilience, the data and services are run across both
the UK South and UK West data centres. Our ISO 27001 certification is a
testament to our commitment to maintaining a 99.5% SLA across our
service architecture.
Outage reporting: Email alerts
API

Identity and authentication

User authentication needed: Yes
User authentication: Username or password
Access restrictions in management interfaces and support channels: Access to management interfaces is strictly controlled through role-based access control (RBAC) systems, ensuring that only authorised personnel have access based on their job requirements / assigned roles.
Access restriction testing frequency: At least once a year
Management access 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: CERTIFICATION ASSURANCE INTERNATIONAL
ISO/IEC 27001 accreditation date: 14/10/2022
What the ISO/IEC 27001 doesn’t cover: Available on request
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: Per ISO27001 certification - available on request

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Our configuration and change management processes are designed to ensure the stability, security, and functionality of our systems. Changes are tracked and managed through a centralised system, where they are categorised, reviewed, and approved by a cross-functional team. Each change undergoes a rigorous testing phase in a controlled environment before deployment. We also maintain detailed logs and documentation for audit purposes and future reference. This approach minimises disruptions and maintains the integrity and performance of our services.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Our security update management
processes help protect systems from known vulnerabilities. We
utilise integrated deployment systems to manage the distribution
and installation of security updates for Microsoft software, drawing
on the resources of the Microsoft Security Response Centre (MSRC)
that operates 24x7x365.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: We benefit from Microsoft's global incident response service that works round-the-clock to mitigate the effects of attacks and malicious activity. The incident response team follows established procedures for incident management, communication, and recovery, ensuring a resilient and secure
service for our customers.
Incident management type: Supplier-defined controls
Incident management approach: Our incident management process is structured around predefined protocols for common events, ensuring swift and efficient responses. Users can report incidents through a dedicated support portal on our platform or via email. Each reported incident is logged, categorised, and assigned to an appropriate response team. We prioritise incidents based on their impact and urgency.

Secure development

Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks: No

Pricing

Price: £10,000 a licence a year
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Dependent on use case.

Service documents

Request an accessible format

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Futr AI: Chat-as-a-Service

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents