Synthetix Limited

Conversational AI, Virtual Agent and Chatbot

Synthetix Virtual Agent software has been developed over 20 years and is world leading in its AI and machine learning capabilities. Engaging with customers in an intuitive and human like manner to better serve their requirements.

Features

• AI powered conversational interface
• Real-time analytics
• Machine Learning knowledge-base
• Understanding of customer intent
• Personalise customer experience
• Fully responsive for mobile devices
• Persistent availability; follows the customer through the website
• AI learning through customer interaction
• Seamless integration with existing CRM and WFM applications
• Fully customisable design to fit website style guide

Benefits

• Reduces inbound contact by up to 50%
• Increases customer satisfaction scores
• 80% increase in agent efficiency
• 99% reduction in response times
• Escalate to other channels when necessary
• Webhooks allow integration with existing systems
• Identifies inefficiencies within host website

£35,000 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 alastair@synthetix.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

583331837858263

Contact

Alastair Taylor
01279 555580
alastair@synthetix.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: For planned maintenance we provide 7 day notice.
• System requirements: A modern browser. Eg. IE 11 for console use

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Critical within 4 hours - 9am - 6pm weekdays; 9am - 5pm weekends; Urgent within 8 hours - 9am - 6pm weekdays only; Non urgent within 24 hours 9am - 6pm weekdays only
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: Critical; ; The solution cannot be accessed at all. This will mean that the solution does not appear at all, or the template graphics appear but the knowledge content or customer interaction form doesn’t. This will mean that either the hosting infrastructure has failed or there has been a major software failure.; ; Urgent; ; The solution can be accessed but it is not performing as normal. The control panel cannot be accessed to make changes to the Knowledge-Base or see analytics.; ; Non-Urgent; ; The solution and control panel can be accessed. It may not be possible to run a report via the analytics.; ; Standard support is offered at 15% of annual licence fees; ; We have a dedicated team of support engineers
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: For integration into a website, we provide documentation and online training.; ; For use of the software we offer online training and documentation; we can provide onsite training at extra cost.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Via our online knowledge-base and help system
• End-of-contract data extraction: We provide a CSV download of all data and content via our editorial component.
• End-of-contract process: Our services can be terminated remotely by Synthetix, but we recommend the removal of any of our code from the webpages it was used on. All data is deleted from our servers.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Fully responsive, and features change dependent upon the device used.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: All our service are available via our API, allowing users to design and integrate our services into their existing architecture. ; Some services require significantly more knowledge to create than others and we will need to assess and accredit competence before allowing the user to build a live service. ; Our editorial and analytics system would not be available for changes to be made through our API.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Design and integration options together with features can be customised for each instance. ; Accredited API users will be able to customise many of the functions with core elements controlled by Synthetix.

Scaling

• Independence of resources: We use AWS load balancing and auto-scaling on all our services, ensuring continuous delivery of service.

Analytics

• Service usage metrics: Yes
• Metrics types: All interactions with our services are recorded and made available in a user friendly dashboard. These can also be downloaded into a CSV format for use in third party services.
• 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 Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• 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: ‘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
• 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: We provide a CSV download option in the system, together with our analytics and editorial system for review.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats: CSV

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: Our standard services are guaranteed for 99.5% uptime with higher options offered at additional cost.
• Approach to resilience: Available on request.
• Outage reporting: On a dashboard and twitter feed.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Unique ID and two-factor authentication.
• Access restriction testing frequency: At least every 6 months
• 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: Alcumus Isoqar (UKAS)
• ISO/IEC 27001 accreditation date: 01/03/2021
• What the ISO/IEC 27001 doesn’t cover: Teleworking. Although most staff have the ability for remote working, they are no staff that can be classified as Teleworkers.; Cryptographic controls.; Policy on the use of cryptographic controls. The use of cryptography is not mandated by any agreement, policy or contract. It is an inclusive capability and function of the COTS (Commercial off the shelf) tools such as drop box, but not a core capability and is PKI rather than dedicated key issue. As such the organisation has no policy or control requirement for encryption.; Key Management – NO cryptographic keys are held by the organisation
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• 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: ISO/IEC 27001
• Information security policies and processes: Available on request

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Available on request.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Available on request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Available on request.
• Incident management type: Supplier-defined controls
• Incident management approach: Available on request

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Our environmental policy outlines Synthetix Ltd’s commitment to reduce its impact on the environment and provides a framework for setting objectives and targets to improve our environmental performance. ; ; Synthetix will execute on environment priorities via the Plan-Do-Check-Act (PDCA) cycle, upon which ISO 14001 is based (though we are not yet holders of ISO 14001 accreditation). The key mechanism for this will be our periodic Management Review meetings, which will contain an agenda item to discuss our environmental initiatives.; ; Synthetix aims to:;  Continually improve our environmental performance by monitoring progress against targets and objectives on a regular basis;;  Prevent pollution and reduce our impact on the environment;;  Comply with relevant environmental legislation.; ; We commit to:;  Efficient use of water and energy and other natural resources;;  Recycling of materials such as electronic waste;;  Minimising waste;;  Sustainable transport;;  Responsible purchasing – considering environment impact in our subcontractor relationships;;  Raising awareness and training employees on environmental issues through induction and periodic training.
• Equal opportunity:

  Equal opportunity

  Synthetix have always offered an environment that is conscious of providing equal opportunities. Our recruitment process looks for a diverse workforce to ensure the company continues to adhere to legislation.
• Wellbeing:

  Wellbeing

  Our office environment is designed to be a relaxing and pleasant place to be. With open space, a gym and breakout areas to allow everyone time to enjoy being in the office. We have also introduced a work from home policy and flexible hours option to accommodate different styles of working.

Pricing

• Price: £35,000 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 alastair@synthetix.com. Tell them what format you need. It will help if you say what assistive technology you use.