Machine Two

AI Virtual Agents

We design and develop Virtual Agents. These AI enabled agents seamlessly integrate with the existing user experience layer and handle all incoming interactions. We’ve been able to classify and resolve complex customer queries by using AI and ML and connect to existing APIs to further enhance customer experience.

Features

• AI enabled chat
• Multiple device roll out
• Real time reporting
• Connects to Salesforce or other similar CRM
• Hybrid approach with OpenAI and Microsoft Composer

Benefits

• Reduction in human call centre staff
• Over 80% customer/users questions answered accurateley
• High containment rate of users (low drop out rate)
• 87% user satisfaction rate
• Available on multiple devices
• Easy integration and roll out within large organisations
• Both Voice and Text enabled virtual agents are available

£100,000 a licence a year

• 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 ranjit.gahir@machinetwo.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

523239262155711

Contact

Ranjit Gahir
02089933000
ranjit.gahir@machinetwo.com

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: Existing websites, especially leveraging on data available on the FAQs sections of websites.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • Microsoft Windows server, 16 GB Ram, Disk space by usage
  • Microsoft Azure Provides Network Security/Cloud features by default

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Within 24 hours - Monday to Friday.; ; Within 48 - Weekends and bank holidays
• 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), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: We design web chat engines
• Onsite support: Yes, at extra cost
• Support levels: We provide onsite support between Monday to Friday 9am-5pm.; Our cost is tailor made to your needs.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide the following:; ; 1. Technical user documentation to show architecture and set up.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: It will be available in XLS format for each chat transcript generated.
• End-of-contract process: 1. Data extraction in the for of XLS chat transcripts is included the end-of-contract process.; ; No other costs.

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: Its the responsive screen framework.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Chatbot window available on desktop and mobile devices.; ; Virtual voice agent available via Mobile phone or any other keypad device.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: We've gone through contrast/font testing with users groups and used other text to speech technologies such as BrowseAloud.
• API: No
• Customisation available: Yes
• Description of customisation: Before its rolled out, the following can be customised:; ; 1. Overall branding / Colours and Fonts; 2. User journeys and responses can be tweaked to enhance user exepeience; 3. Only a technical team (internal or our company) can customise the above.

Scaling

• Independence of resources: We insure adequate load balancing and close monitoring of the service.

Analytics

• Service usage metrics: Yes
• Metrics types: 1. Duration of Chats per session.; 2. Success rate of chat via Feedback forms filled out by users of the service,; 3. Chat Drop out rate
• Reporting types:
  • 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 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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: XLS/CSV Format.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: We provide 99.99% uptime of our service. If the service is unavailable for any reason at all we provide a discounted monthly cost reduction that is agreed with both parties.
• Approach to resilience: Available on request.
• Outage reporting: A public dashboard.; Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: We have a roles based appication, where Users are only allowed access based on their 'ROLE'.; ; We also implement MFA for access.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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: 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: 1. Access Control:Enforce strict access controls, least privilege principle, multi-factor authentication, and regular access reviews to limit unauthorised access to our cloud resources.; 2. Data Encryption:Encrypt data at rest and in transit using encryption protocols to protect sensitive information from unauthorised access.; 3. Security Monitoring:Implement real-time monitoring, logging, and auditing of our cloud environment to detect and respond to security incidents promptly.; 4. Incident Response Plan:Developed and test an incident response plan to effectively respond to security breaches; 5. Vendor Risk Management:Assess and monitor the security practices of our cloud service providers.
• Information security policies and processes: Data Privacy Policy: We’ve Developed a data privacy policy that outlines how user data collected by the chatbot will be managed, stored, and protected in compliance with data protection regulations, such as GDPR or CCPA.; ; Authentication and Authorisation: Implement strong authentication mechanisms and role-based access control to ensure that only authorised users or systems can interact with the chatbot and access sensitive information.; ; Data Encryption: We encrypt sensitive data both in transit and at rest to prevent unauthorised access or interception of information exchanged between the chatbot and users.; ; Logging and Monitoring: We have robust logging mechanisms to record user interactions, system activities, and errors for monitoring, analysis, and audit trail purposes to detect and respond to security incidents.; ; Security Testing: We conduct regular security assessments, penetration testing, and vulnerability scans to identify and remediate security vulnerabilities in the chatbot application and infrastructure.; ; Secure Integration: We ensure secure integration of the chatbot with other systems, APIs, or databases by implementing secure coding practices, API authentication, and data validation mechanisms.; ; Incident Response Plan: We’ve develop an incident response plan specific to chatbot security incidents, outlining procedures for identifying, containing, investigating, and recovering from security breaches or data leaks.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: 1. Version Control System: We use GIT to maintain the chatbot's codebase and track changes over time.; 2. Change Control Process: We track new features through JIRA; 3. Configuration Management: We track new configs through JIRA; 4. Deployment Strategy: We have a 4 stage deployment environment strategy: Development, Pre Production, UAT and Production. This ensures continuous integration/continuous deployment (CI/CD) pipelines and automation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have an incident reporting system help desk where potential threats are logged, tracked and dealt with.; ; We monitor our applications 24/7 and get alerted as soon as they occur.; ; We endeavour to deploy patches within 24 hours of logging.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We monitor our applications 24/7 and get alerted as soon as they occur. We endeavour to deploy patches within 24 hours of logging.
• Incident management type: Supplier-defined controls
• Incident management approach: We have an incident reporting system help desk where potential threats are logged, tracked and dealt with. We monitor our applications 24/7 and get alerted as soon as they occur. We endeavour to deploy patches within 24 hours of logging.

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

  Wellbeing

  Wellbeing

  We introduce virtual agents as a way of relieving the stress endured by call centre staff.

Pricing

• Price: £100,000 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Fullly functional application for available for 1 month
• Link to free trial: N/A

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 ranjit.gahir@machinetwo.com. Tell them what format you need. It will help if you say what assistive technology you use.