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CAREER EAR LIMITED

Earlybird: Customer Engagement Software

Earlybird AI provides voice-first conversational tools that record and analyse interactions between participants and employment advisers. By combining simulated conversations with automatic note-taking, Earlybird AI helps organisations better understand participants, reduces administrative work, and improves participant engagement from onboarding through in-work support, helping to speed up positive employment outcomes.

Features

  • Advanced voice recognition capability over a wide variety of accents
  • Cutting-edge AI engine to extract insights from voice conversations
  • Seamless integration with existing systems and processes easing adoption
  • Multilingual support for global reach and international programs
  • Plugs into any part of a participant's support journey
  • Cyber Essentials Plus Certified
  • Automated Data collection
  • Remote access

Benefits

  • Capture insights early, enhancing action plans and sustained outcomes
  • Reduce manual information collection, save time and effort.
  • Scale programmes efficiently, maintain quality, and increase customer satisfaction
  • Ensure participant data security with robust protection measures.
  • Engage participants from any location, at any time
  • Reduce admin time to offer personalised participant support
  • Use across programmes e.g employability, mental health, skills, refugee, rehabilitation
  • Reduced "Onboarding to Action plan" time
  • Effortless, automated note-taking
  • Higher quality case notes, improving compliance and providing stronger evidence

Pricing

£2,400 a licence a year

Service documents

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 opportunities@getearlybird.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

5 8 5 7 2 2 5 1 0 3 2 7 6 4 5

Contact

CAREER EAR LIMITED Claudine Adeyemi
Telephone: 07715920756
Email: opportunities@getearlybird.ai

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Internet Connectivity is required
System requirements
Internet connectivity

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 4 Hours on weekdays & 12 Hrs on Weekends
User can manage status and priority of support tickets
No
Phone support
No
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
None
Onsite support
Yes, at extra cost
Support levels
We offer email support for customers and web chat support to users (programme particpants) all included in our cost. In person support is available at additional cost. See SFIA Rate card
Support available to third parties
No

Onboarding and offboarding

Getting started
Onboarding:

Our implementation process begins by tailoring the program participant interface to meet specific customer requirements. We then proceed to configure the report delivery format and integrate with the customer’s existing systems. To ensure smooth adoption, we offer up to three online training sessions based on the customer's needs.

Offboarding:

At the conclusion of the contract, our integrations ensure that all necessary data is already transferred to the client’s systems. We then proceed to securely delete all personally identifiable information (PII) from our servers. Should additional offboarding services be required, these can be arranged and would incur additional costs, which are determined during the End-of-Contract discussions.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
At the conclusion of the contract, our integrations ensure that all necessary data is already transferred to the client’s systems.
End-of-contract process
We proceed to securely delete all personally identifiable information (PII) from our servers. Should additional offboarding services be required, these can be arranged and would incur additional costs, which are determined during the End-of-Contract discussions.

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
All service features are available on mobile, tablet and desktop. The service incorporates a fully responsive design to accommodate as broad a spectrum of devices as possible. A mobile-first approach has been adopted to ensure a simple, intuitive experience for users of hand-held devices. The interface features large text, high contrast ratios, simple fonts, writing for the web best practice, clear messaging and minimal navigational complexity.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Application has a participant interface on the one hand & an adviser portal on the other. Both are accessible via a standard browser. The interface uses progressive front-end technologies including react.js and nuxt.js. The site incorporates a fully responsive design to cater for a range of different devices.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
None
API
Yes
What users can and can't do using the API
We do custom integration with customer management systems and expose the necessary APIs to make this happen as part of the onboarding process
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Customers can customise conversation flows to capture data on different touchpoints of a participants support journy. Data delivery methods are also customisable with PDF, CSV & JSON as possible report formats

Scaling

Independence of resources
Our solution is hosted on Amazon Web Services. Incoming connections are load-balanced to spread the demand on the resources that provide the software service.
Performance alerting and resource monitoring systems are in place and as such should a performance alert be received, more reserved resources can be allocated to the hosting platform.
Ensuring a fast, stable and resilient software hosting service.

Analytics

Service usage metrics
Yes
Metrics types
We provide a variety of metrics including conversation starts, completion rates, satisfaction scores, total of participant reports
Reporting types
Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

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
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Earlybird integrates with customer management systems to continuously stream down data. However, in cases were this is not possible. We provide CSV reports to the customer via a secure file share portal
Data export formats
  • CSV
  • Other
Other data export formats
PDF
Data import formats
  • CSV
  • Other
Other data import formats
  • Doc
  • Xls

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
Earlybird is accessible 24/7, with a 99.9% target uptime
Approach to resilience
Earlybird leverages the scalability and flexibility of cloud computing to rapidly deploy additional resources in response to increasing demand. This ensures continuous service availability and that the service can handle sudden spikes in usage without performance degradation.
Outage reporting
Email

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
  • Other
Other user authentication
In the case where we integrate directly with Customers systems we use security tokens to secure data exchanges in addition to SSL security
Access restrictions in management interfaces and support channels
Access to management interfaces and support channels is controlled based on the user's predefined role, which determines the functions they are authorized to access. These access permissions can be adjusted as needed.
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)
  • 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
Between 6 months and 12 months
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
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
Other
Other security governance standards
Cyber Essentials & Cyber Essentials Plus
Information security policies and processes
Earlybird prioritises security and is dedicated to maintaining the highest standards of information protection. Information is fundamental to our operations, and we are committed to safeguarding its confidentiality, integrity, and availability. To uphold these standards, we undergo annual external audits and conduct regular internal reviews and audits to identify and rectify potential non-conformities,

Security Policies:
- Information Handling and Retention Policy;
- IT Disaster Recovery Plan;
- Access Management Policy;
- Anti-Malware Policy;
- Cloud Security Policy;
- Business Continuity Plan;
- Email security policy.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We ensure that all requests for changes to the service are meticulously logged and assessed, allowing us to monitor each request from initiation to completion, maintaining an auditable record of approvals and actions taken throughout the process. Before any change is approved, we evaluate potential impacts, including security risks, to ensure they are fully addressed. Development is driven by customer feedback, with a prioritized pathway for swiftly implementing changes that address emergencies/are of high importance. All changes undergo thorough testing for potential security impacts in accordance with our established policies and procedures, guaranteeing that our high security standards are maintained.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We utilize AWS Vulnerability Management processes that meet the stringent security requirements of our clients, particularly in environments driven by strict compliance needs. We employ top-tier threat definition resources, both internally and externally, to ensure robust security.
Operating system updates are automatically applied on the server side as soon as they are released by the vendor. When bugs are reported by our customers, we promptly investigate and address these issues. Fixes are implemented during off-hours to minimize disruption to customer services.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We maintain real-time monitoring of server-side access logs, complete with automated alerts to ensure immediate attention to potential issues.
Any system email alerts are promptly investigated with a priority response to uphold our service level agreements (SLAs).
Incident management type
Supplier-defined controls
Incident management approach
Our policies outline the procedures for reporting and managing incidents. Users can report incidents through email or telephone. Each report is assessed and assigned a priority level, which determines the response times as outlined in our Service Level Agreement (SLA). We provide incident reports via email.

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

Equal opportunity

Equal opportunity

We ensure that our hiring practices and workplace policies support diversity and provide equal opportunities for all.
Each year, Earlybird commits to creating at least one new apprenticeship or training opportunity specifically for individuals from lower socio-economic backgrounds.
These efforts are part of our broader commitment to contributing positively to the community and supporting long-term social and economic development

Pricing

Price
£2,400 a licence a year
Discount for educational organisations
No
Free trial available
No

Service documents

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 opportunities@getearlybird.ai. Tell them what format you need. It will help if you say what assistive technology you use.