ICS.AI LTD

SMART: AI Email

SMART: Email harnesses AI and machine learning to transform high-volume email management. By automating responses and streamlining processes, it ensures timely, accurate support for all email enquiries. This system enhances user experiences by efficiently handling real-time communications and existing backlogs, elevating the overall effectiveness of email interactions.

Features

• MachineLearning models achieve up to 90% success in data interrogation
• Deflects enquiries to a web-based assistant pre-loaded with solutions
• Automatically identifies and categorises emails by type and complexity
• Detects specific actionable content within emails automatically
• Intelligently triages emails, reducing the need for human intervention
• Collaborative tools enhance the precision of email category deflectio
• Offers full end-to-end testing for reliability
• Supports digital transformation goals with advanced AI capabilitie
• Allows human oversight for emails not matching the model
• Patent pending SMARTSMART:Mesh technology ensures continuous knowledge evolution

Benefits

• Reduces overall email traffic by automating 30% of communications
• Directs users to self-service options, significantly cutting costs
• Saves considerable staff hours on first-line email support
• Clears email backlogs and processes new emails efficiently once trained
• Delivers quick resolutions with self-service, eliminating wait times
• Enhances user experience by providing common answers instantly
• Sheilds staff from high-volume, low-complexity email queries
• Respond to thousands of emails in minutes not days
• Utilises intelligent scoring to involve humans only when necessary
• Boosts staff retention and satisfaction by reducing mundane workload

£15,000 a licence a year

• Education pricing available

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 andrew.smith@ics.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

567569490506573

Contact

Andrew smith
01256 403800
andrew.smith@ics.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: SMART AI chatbots
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements:
  • Windows Server 2022+
  • SQL Server (Std/Enterprise ) 2022+ / Azure SQL database
  • Microsoft .NET
  • Microsoft Azure & Cognitive Services
  • Microsoft Bing Services
  • Microsoft Azure Cosmos DB
  • Microsoft Power Automate
  • Microsoft Entra
  • Microsoft Azure Key Vault
  • Microsoft Teams

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The response time is either 24 hour or 72 hours, depending on the contract signed by the client and applies during working hours from Monday to Fridays
• 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: Yes, at extra cost
• Support levels: The Support levels are as follows and the SLA for an Urgent issue is a fix or workaround within 24 hours or 72 hours, depending on the contract.; ; 1.Urgent - System not responding or critical function loss that affects all users; 2. High - A function loss that causes significant disruption to business and users; 3. Normal - Function loss that affects some users but will not stop them from being able to do other tasks; 4. Low - A cosmetic issue or a minor function loss that affects some users; This service, up to an agreed number of hours per month is included in the cost of the Licence for the Citizen Services bot. Additional support hours can be purchased if required."
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Provide Onsite Training, Online Training and User documentation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The data is completely owned by the users, and they own it within their own Cloud hosting subscription. They can always archive and decommission the data.
• End-of-contract process: The License can be extended for agreeable period, with a mutual contract in place. In the case of contract termination, SMART AI can be decommissioned after extracting all the user data.

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: None
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: SMART AI uses Azure Cognitive Services relevant to the data set, size and scope of the engagement

Analytics

• Service usage metrics: Yes
• Metrics types: SMART AI provides extended usage metrics using standard Power BI and raw data for any other data visualisation.
• 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 Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
• Other data at rest protection approach: We store and protect data using the Microsoft Azure Cloud compliance certificate which complies with all the global and UK standards and compliance.
• 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: Using REST APIs users can export data from SMART AI. These are secured protocol to export data from hosted cloud database.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: REST
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: REST

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)
  • Other
• Other protection within supplier network: We conform to Government standards of data protection and encryption policy according to the individual organisational needs.

Availability and resilience

• Guaranteed availability: We use Microsoft Cloud service level agreement of availability, which is 99% uptime
• Approach to resilience: The Cloud services are designed with builtin resilience services
• Outage reporting: A Public Dashboard, API with outage, email alert

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: System defined access management
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: Solution hosted in Microsoft Azure
• CSA STAR certification level: Level 5: CSA STAR Continuous Monitoring
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Hosted in Microsoft Azure
• PCI DSS accreditation date: N/A
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: Microsoft Azure Security policy are compliant to most of the global Information security policy that we adhere to.

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: We follow CICD process using Visual Studio, Jenkins and Azure Cloud deployment process
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We host, store , access all our service through Microsoft Cloud Service , which is always green and patched with latest software updates and security.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We are using existing Microsoft Cloud threat management and monitoring services. Which are managed through monitor and command centre
• 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: We have standard incident management process and follow Microsoft Azure Cloud standard process along with all the reporting

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Our SMART AI platform advances public sector efforts to combat climate change by reducing carbon footprints through digital transformation. By enabling 24/7 self-service and automating routine enquiries, our technology significantly reduces the need for physical infrastructure and associated energy consumption. This digital shift minimises the environmental impact of commuting and office operations, aligning with governmental targets to reduce greenhouse gas emissions. Travelling to clients whilst implementing solutions is kept to the minimum and when travel is required the company policy is to use public transport. 90% of other interactions are exclusively online.

  Covid-19 recovery

  In the wake of COVID-19, our SMART AI platform plays a crucial role in the recovery process by supporting resilient and flexible public services. It alleviates pressure on front-line staff by providing robust self-service options across multiple channels, 24-7, allowing users to access services without physical interaction. This capability has been essential in maintaining service continuity during social distancing measures, enhancing the public sector's ability to adapt to similar future challenges efficiently. This has been repeated in other situations where inbound demand signifcantly increases for a period of time and the platform can deal with massive spikes. Post COVID-19 examples are the Ukraine refugee crisis and more recently the cost of living crisis.

  Tackling economic inequality

  Our SMART AI platform contributes to reducing economic inequality by democratising access to essential public services. By lowering operational costs through automation and AI-driven efficiencies, public sector organisations can reallocate funds to critical services and vulnerable communities. Additionally, our technology facilitates wider access to services, ensuring that economically disadvantaged groups receive timely and equal support, thus bridging the service gap across socioeconomic statuses. When working in different parts of the Uk, our on site activivites contribute to the local eceonmy through the use of facilitites such as local, hotel, restaurants and other local services when we are onsite.

  Equal opportunity

  To enhance equal opportunity, our SMART AI platform incorporates accessibility and inclusivity at its core. It adheres to WCAG 2.1 AA standards, ensuring that our digital services are usable by people with disabilities. We extend this commitment by supporting multiple languages, which not only aids non-native speakers but also fosters inclusivity in diverse demographic settings. This approach ensures that all community members have equitable access to public services, regardless of physical ability or language proficiency.

  Wellbeing

  Our platform enhances community wellbeing by offering round-the-clock access to public services, reducing stress and improving life quality for users. By automating routine tasks, we enable public sector organisations to focus more on personalised support where it matters most, improving overall service quality and user satisfaction. Additionally, the support for multiple languages and accessible interfaces ensures that all individuals, including those facing language barriers or disabilities, can engage with services comfortably and independently.

Pricing

• Price: £15,000 a licence a year
• Discount for educational organisations: Yes
• 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 andrew.smith@ics.ai. Tell them what format you need. It will help if you say what assistive technology you use.