ILLUMINET SOLUTIONS LIMITED

Tenjin Virtual Support Agent (chatbot)

Tenjin is a unified experience providing employees with immediate access to all the information, services, and automation.
Tenjin is a no-code platform that enables the creation of Conversational AI experiences. Tenjin's Digital Agents support the needs of both internal and external customers, simplify service architecture, and speed up your operations.

Features

• Virtual Support Agents
• Knowledge Management
• Crowdsourcing of Knowledge
• Chatbots
• Conversational AI
• Generative AI
• Multi-tenancy
• Automation
• Employee Experience
• Customer Experience

Benefits

• Rapidly deploy chatbots to align with demand
• Federate knowledge silos and apply single search
• Fill knowledge gaps with the tacit knowledge of your employees
• Eliminate employee downtime via self-service
• Improve Employee Experience which positively enhances Customer Experience
• Free service desk agents from repeatable tasks; 24/7
• Automate service delivery to ensure employees remain productive
• Deflect service desk tickets to improve efficiency via employee self-service
• Create a knowledge sharing culture with proven gamification and incentivisation
• Link employee participation to CSR and ESG programmes

£2 a user a month

• 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 enquiries@illuminetsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

516658331202277

Contact

Stephen Farmer
01202 770162
enquiries@illuminetsolutions.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: No
• System requirements:
  • Public cloud SaaS has no system requirements
  • Private cloud option delivered as Microsoft Azure Managed App

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Tenjin’s core hours for the purpose of providing Tenjin Support is Monday to Friday from 09:00 until 17:30 UK time (excluding UK bank holidays), each a business day.; Where a support request is submitted to we will prioritise requests by discussing the business impact with the customer and using the following guidelines to prioritise its resources. The allocation of an issue to a particular priority class shall be at our sole discretion.; P1: initial response within 2 hours; P2: initial response within 4 hours; P3: initial response within 1 business day
• 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: Technical support is included within the SaaS licencing fees. ; Hypercare support options are available upon request and at additional cost.; Customers will be assigned a technical account manager to help maximise Tenjin's impact on their chosen use case(s).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Tenjin's intuitive user experience makes end-user adoption very straightforward, with little or no training required.; Tenjin administrator training will be conducted during the implementation and post-implementation support is available via technical support.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Should your contract not renew to a new term, the entire tenant within our SaaS platform will be deleted. This includes all data associated with the tenant.
• End-of-contract process: At the end of the initial term, if you decide not to renew your service, we will cease your service and evoke the deletion process of your tenant within our SaaS. This process will delete all data relating to your service.

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: Tenjin offers multi-channel access to knowledge, services and automation. Tenjin can be accessed from collaboration tools like Microsoft Teams or Slack, offering desktop and mobile support without any add-ons.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Tenjin is compatible with the vast majority of REST APIs enabling extensive integration with systems and platforms. Use cases include ITSM ticketing, HR requests and knowledge management.; Tenjin's API documentation can be found at: https://api.tenjin.biomni.net/index.html
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Tenjin's end-user experience and channels can be customised to meet your needs. The chatbot experience can be tailored to meet your brand(s). At the heart of Tenjin is conversation flow. There are several types of flow in Tenjin:; Welcome Flow – Runs at the start of the conversation (or when the conversation is first loaded in MS Teams).; Conversation Flow – The main conversation flow.; Proactive Flow – A flow that runs when a specific externally accessible endpoint is hit so external systems can trigger flows in Tenjin.; Projects Flows - Sets of flows that can be called from other flows. ; You can group them as you wish, offering you flexibility to meet your needs, e.g., flows all relating to a particular platform, flows all relating to a specific solution, etc.; Customisations can be made in three ways:; 1) Fully managed project delivered by us.; 2) An agreed number of sprints to cover the discovery, project scope and delivery.; 3) Training key staff to enable our customers to implement and configure Tenjin.

Scaling

• Independence of resources: The service is scaled to customer need and can be deployed as a dedicated Azure cloud instance within the Azure tenant and location of the customers choosing.

Analytics

• Service usage metrics: Yes
• Metrics types: System availability (by service component); User sessions; Messages in, out; Knowledge queries; LLM interactions; Native natural language model interactions; Customer defined conversation measurements & journeys
• Reporting types:
  • API access
  • Real-time dashboards

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: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• 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: Via admin pages, users can export data on demand from from most areas of the system.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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: For the SAAS version of the service (hosted on vendor Azure tenant) 99.5%.; For dedicated
• Approach to resilience: The service runs on the Azure cloud platform (PaaS) and has high levels of resiliency.
• Outage reporting: For the SAAS instances the vendor gets notified on outages and has access to a dashboard. ; For customer deployed instances (to customers Azure tenant), the customer gets notified and has access to a dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: All users are assigned roles which dictate authorized use of the management areas. ; Only designated users have access to management and support pages.
• Access restriction testing frequency: Never
• Management access authentication: Identity federation with existing provider (for example Google Apps)

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: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Peers Quality Assurance Limited
• ISO/IEC 27001 accreditation date: 11/09/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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: Information Security Management System contains all policies & procedures to meet ISO27001.; ; CTO - Info security sponsor; > IT Director - Security Officer; > Internal Auditor - audits ISO27001 processes every 12 months; > External Auditor - ISO27001 surveillance audits every 12 months

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes are deployed monthly following software version development and testing. Testing incorporates automated unit tests, vulnerability/PEN tests, automated UI regression tests, and manual testing of new features.; Changes are firstly deployed to a UAT staging area and then to customer instances.; All changes are version controlled and system upgrades are fully audited.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The Azure platform, on which the Tenjin service runs, has vulnerability detection and management,; A vulnerability detection/PEN testing tool is used to detect any application level issues.; Our IT Security policy additional contains details of controls against malware.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Potential comprises can be detected during a monthly vulnerability scan and PEN test. These are assessed and dealt with immediately or in a future version depending on risk profile.; The support desk service manages incidents, classifying them based on severity & urgency. Engineering resource can be assigned quickly to troubleshoot.
• Incident management type: Supplier-defined controls
• Incident management approach: A Service Desk application is used for all incident management.; Incidents can be reported via phone, email, or web form.; Automated rule ensure rapid routing to the most appropriate service desk operative.; A customer support process is communicated to all customers and includes SLA's and reporting details.

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

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  Our efforts to be greener began in 2019 with the announcement of our flagship initiative, Treevolution. In 2022, we took the next step and initiated work to be Net Zero by 2035. Now, embedded in our work culture is a drive to do more for the environment, with a dedicated Eco-Ambassador team. We challenge ourselves to improve our operations and use sustainability as a catalyst for innovative thinking that results in a great, and green, service to our clients. This is our Green Guarantee. One key part of our mission is to have a positive impact on the environment. Treevolution, was the first of many environmental initiatives to have been implemented. We pride ourselves on having a strong relationship with both The Yorkshire Dales Millennium Trust and The National Forest Foundation, in which we plant 1 tree per consultant per week, 5 trees per permanent position filled and 10 trees per product delivery. We have planted nearly 17,000 trees in the UK and are well on our way to 18,000 trees globally.

  Equal opportunity

  Illuminet’s values and behaviours are at the heart of everything we do, ensuring our approach and delivery is in harmony with the testimony ‘All human beings are born free and equal in dignity and rights’. We are immensely proud that all our business practices are conducted in an honest, transparent, inclusive and ethical manner. This includes, but is not limited to, our commitment to recruiting, developing and retaining the most talented people regardless of background.

Pricing

• Price: £2 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: You will be assigned a dedicated point of contact who will help scope your free trial and agree upon success criteria. We will deliver the agreed scope jointly and leave you to evaluate the solution for up to 45 days.
• Link to free trial: https://www.biomni.com/tenjin-free-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 enquiries@illuminetsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.