INFOSYS LIMITED

Infosys Digital Assistant-Chatbots and Voicebots

Infosys Digital Assistants comprises of Chatbots and Voicebots to enable omni-channel support to the end users and provides seamless communication and resolution of issues

Features

• Mimics human conversation
• Highly customizable
• 24*7 availability of virtual agents
• Integrates easily with other applications
• Architecture to support on-premise and cloud based hosting
• Tolerant to spelling mistakes
• Maintains knowledge base to resolver similar queries
• Provides contextual information
• Captures requestors' activities

Benefits

• Faster resolution of queries
• Enables deflection from traditional support channels
• Provides status alerts
• Automatic user profile recognition
• Automatic triaging of issues after initial attempt to resolve
• Touchless query resolution
• Higher accuracy
• Enhanced end-user experience

£185 to £1,105 a unit

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 ukps@infosys.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

521511860915784

Contact

Peter Gill
+44 7391393866
ukps@infosys.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: API availability is a must in case of integration with 3rd party systems. In case of any upgrade/ maintenance our teams inform way ahead in time to plan operations accordingly.
• System requirements:
  • Cloud Subscription License
  • Virtual Machines
  • IDE workspace(Visual Studio Code, Eclipse, etc
  • Respective SDK installation

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The work hours and support personnel is aligned to Client work hours and business calendar.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Once the chatbot's go live we have a hyper care phase where a technical engineer will provide the L1 support
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: During the implementation phase itself client users are involved in the UAT. Training will be facilated based on client preference, it can be both onsite or online training. Both train the trainer and train the class models adopted. End user product documentation shared with client users as part of the training.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All historical data will be made available to the client for archival into their system at regular frequency which can be agreed upon during due diligence. On exit of contract all data from all the tools will be made available to the client in the similar manner.
• End-of-contract process: Upon closure of Contract, Business operations Platform as an application ceases to exist for invoice processing. However, perpetual usage of the application can be enabled at addtional cost.; ; From an application standpoint; ; 1. User are deactivated and access is revoked. ; ; 2. If the platform hosted on the Client side, platform, Database and associated services, code binaries etc., will be removed; ; 3. All the meta data along with documents / files are exported to a location such as SFTP / Storage Account etc.., from where the Client can import the same into their long term document repository system(s); ; 4 All associated Servers / Components are cleansed and deleted (Ex: Virtual Machines / Storage Accounts etc.,); ; From a price standpoint, following elements are included ; ; 1. One time implementation cost ; 2. Run costs ; a. 3rd party components; b.AMC ; c. L1 / L2 support on a limited shoft basis; d. Platform usage charges; ; Additional costs during the contract can be, but, not limited to ; ; 1. Scope deviation ; 2. Change Requests ; 3. Additional support hours/shifts; 4. Additional users

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: Yes chatbots can be accessed via mobile phone and desktop service as it is cloud software as a service
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Bot's are accessible via web, phone, MS teams, social media platforms like Slack, facebook etc
• Accessibility standards: None or don’t know
• Description of accessibility: Bot's are accessible via web, phone, MS teams, social media platforms like Slack, facebook etc
• Accessibility testing: NA
• API: Yes
• What users can and can't do using the API: Yes, for a few bot frameworks it has API's provided; User's can access the API using REST API's with authentication
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Yes, buyers can customize the conversational flows, UI etc

Scaling

• Independence of resources: User are not affected, concurrency issues don’t occurs as this is a SaaS based application

Analytics

• Service usage metrics: Yes
• Metrics types: Azure Dashboard provides the service usage metrics including users count who access the bot, API calls etc
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: As it is a Cloud platform, data at rest is usually stored in storage accounts such as File Share / Blob etc.,; ; Access to Storage Account is restricted only via; ; 1. Managed Service Identify or Shared Access Signature (SaS); ; 2. Pre-authorized list of personnel from Platform Administration team with "Least Access Privileges" policy.; ; 3. Only named user accounts federated via AD integration with MFA is allowed to have access to the storage account; ; 4. Storage Account level encryption is managed as part of offering by the Cloud Service Providers
• 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: End users can extract the data/reports from the tools in xls, pdf formats. For integration the tools are capable of exporting data in flat files, xml, API to the target systems.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • PDF
  • FLat files
  • XML
  • API
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Flat Files
  • XML
  • API from source systems

Data-in-transit protection

• Data protection between buyer and supplier networks: IPsec or TLS VPN gateway
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Our platform has 98% availability considering planned maintenance activities and uptime commitments offered by Cloud Service Providers.
• Approach to resilience: Service resilience is defined and set up based on case-by-case basis and business criticality defined by each Client. Details around the same can be shared based on request
• Outage reporting: Service outages are communicated via email

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Role based access provisioning and Segregation of Duties are in place to enforce controls and compliance.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: 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: Bureau Veritas Holding SAS - UK
• ISO/IEC 27001 accreditation date: 2017
• 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: Yes
• Any other security certifications: ISO27001

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: Details can be provided on request

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: NA
• Vulnerability management type: Undisclosed
• Vulnerability management approach: NA
• Protective monitoring type: Undisclosed
• Protective monitoring approach: NA
• 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: NA

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

  Infosys’ balanced approach to environmental, social, and governance (ESG) enabled the company to become carbon neutral as of 2023. The same approach will be taken with GCloud14, with a strong emphasis on governance and transparency. ; Coupled with our strong governance approach and the environmentally sympathetic design of our delivery model, we can: ; • Achieve Net Zero by 2028, ; • Adopt UN Climate Neutral Now definition of Net Zero: “where a balance between anthropogenic greenhouse gas (GHG) emissions and removals is achieved” ; • Identify 100% of emissions, from design to implementation, prioritising the elimination of emissions ; • Offset emissions that cannot be eliminated ; • Offsets assured by an external environmental consultancy ; • Have our suppliers present an action plan to move from offset to elimination by 2029, setting course for a carbon negative future ; In compliance with PPN 06/21, Infosys publishes its Carbon Reduction Plan which is available at Crown Commercial Website as well as Infosys’ own website: https://www.infosys.com/about/corporate-responsibility/documents/carbon-reduction-plan.pdf ; For Call-Off Contracts, a baseline emissions level set prior to contract commencement will be created using data supplied by the incumbent supplier, Contracting Authority, and Environmental Contractor. This allows environmental performance to be measured against the previous approach. While the commitment to establishing carbon neutrality is set at 2028, granular targets depend upon consultation with the Contracting Authority, as reflected in the timeline. ; Supply chain emissions management will be in place prior to contract commencement through the Contracting Partners’ procurement methodology. The reporting design on emissions will be supplied to the Contracting Authority, with aggregated subcontractor emission provided within an integrated biannual report. A sustainability manager will be aligned to the initiative, who will, working with the client, develop a project plan during the first month identifying, each obligation, associated event/activity and required resources (people, venue, collateral, rollout).

  Covid-19 recovery

  Infosys will invest in the local communities and in partnership through this contract will help create opportunities to tackle economic inequality, increase supply chain resilience and capacity thereby helping support COVID-19 recovery. Infosys has announced it will create 1,000 new Digital Jobs in the UK to support post -Pandemic Growth (Infosys to Create 1,000 Digital Jobs in the UK to Fuel Post-Pandemic Growth): https://www.infosys.com/newsroom/press-releases/2021/create-digital-jobs-uk.html

  Tackling economic inequality

  Infosys’ plan for GCloud14 contracts include addressing economic and aspirational inequality, ensuring end-users can forge a meaningful career and follow curated, individualised development paths toward success.; Infosys creates opportunities for personal growth through training and career development. Increased online training opens a wide range of options to those looking to enhance their skills or grow into a new field, particularly among under-represented demographics where classroom learning is unsuitable. This democratisation of knowledge will revolutionise how people of all backgrounds develop their career. The data on uptake of such training can ensure all demographics are reached and, where proven to be less effective, steps can be taken to identify why.; Infosys has long recognised the importance of tackling inequality; it is essential to creating a workplace where professional growth faces as few barriers as possible. We are adamant that what barriers remain are determined only by aptitude and hard work – never by background or physical characteristics. ; This is evidenced by Infosys’ approach to Corporate Social Responsibility (CSR), with its global foundation investing £30 million last year on education in deprived communities, alongside its community-focussed Springboard learning platform and other philanthropic efforts. We have the commitment and expertise to deliver a transformation that has a meaningful impact on economic inequality. ; Working with Local Authorities, including Brent and Sandwell Borough Councils, Infosys has made over 220 vocational courses available to the public free of charge. Local Authorities have adopted the technology as their skills platform of choice and are driving citizens towards the tool.; This will result in high-quality training reaching those in need, doubling the reach of the Infosys Springboard deployment in the UK. Furthermore, it will ensure that the co-morbidities of poor educational and health outcomes linked to economic inequality are addressed through a single tool.

  Equal opportunity

  Infosys supports businesses to create their modern slavery policy, helping them to map their supply chain and create robust procedures. This methodology ensures a proactive, compliant approach to modern slavery whereby action planning is reviewed and renewed to adapt to the changing practices.; The UK proudly boasts the highest ranking on Global Slavery Index as the most active country in the world fighting the practice. This achievement is the perfect expression of the values at the core of Britain’s democratic traditions; its global leadership in this area is a source of pride for colleagues working on this engagement. ; ; We will contribute to this under-celebrated achievement by ensuring the Gcloud14 contracts result in net reduction of Modern Slavery. We will achieve this by keeping the practice out of our supply chain while taking targeted action to improve the lives of people most at risk of exploitation. We will build our approach with close reference to the UK Government guidance on modern slavery. ; ; To ensure a clear understanding of the risks of modern slavery and human trafficking across our organisations, we conduct training with relevant members of the supply chain on staffing benefits and appropriate anti-sexual harassment policies. In line with the policies that apply to our own staff, we require our human resource suppliers to provide training to their employees on their rights, wages policy, benefits, and grievance redressal forums; this is periodically and randomly audited. We have also circulated to our supply chain management employees a training module to improve awareness on modern slavery and human trafficking –a core responsibility of their role. ; The programme will be governed by the overall social value governance model under the Social Value Manager’s accountability, who will share a narrative report every six months with the contracting authority on supplier performance.

  Wellbeing

  At Infosys, employee’s health and wellbeing drives a culture of wellness. ; Through our efforts, our employee well-being rates reached an all-time high of 91% among employees across locations, even with the virtual setup. The sense of connectedness stands at 88% because of the ability of different teams to come together and collaborate with each other emotionally. We successfully touched the lives of 150,000+ employees through 431+ initiatives, witnessing a three-fold increase in employee participation virtually. ; ; We created three aspects essential to shaping employee experience: ; 1. Self-Help: Emphasises providing our employees the right tools and resources for them to take charge of their wellbeing. ; 2. Micro-Environment: Our objective is to create an environment that is conducive for individuals to work together, seamlessly. ; 3. Macro Environment: The focus here is on driving the programs centrally, conceptualising policies keeping the user at the centre.; ; Great Place to Work® and Fortune have recognised Infosys as one of the Best Big Companies to Work For™. In alignment with the organisations’ social value themes to ensure Employee wellbeing and health improvement, Infosys invests in following engagements: ; • New approaches to focus on prevention, resilience supported by internal policies. For instance, digital platforms for scientifically validated therapies such as cognitive behavioural therapy (CBT) to improve access to care options.; • Infosys Employee Assistance Programme, powered by LifeWorks via Generali, a 24/7 service for our employees or eligible dependents. ; • Infosys, in collaboration with Virgin Pulse are committed to augment health and wellness agenda of UK by providing free/subsidised memberships.; To monitor the effectiveness of these programmes our HR team conduct regular surveys, and as part of town halls take direct feedback. Data collected is used to ensure that the programmes are reaching the right people and are adjusted to meet the changing needs of our employees.

Pricing

• Price: £185 to £1,105 a unit
• Discount for educational organisations: No
• Free trial available: No

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 ukps@infosys.com. Tell them what format you need. It will help if you say what assistive technology you use.