OPENDIALOG AI LIMITED

OpenDialog AI

Elevate efficiency and user experience with our conversational AI and generative AI platform, leveraging the world's most advanced GenAI and large Language Models (LLM). Our platform and assistants (chatbots) are tailored for regulated sectors, ensuring accurate, safe responses and transparent decision-making, automating up to 90% of interactions across your organisation.

Features

• Hyper-personalised interactions
• Optimised for regulated industries
• Future-Ready with Leading AI Capabilities
• No-code conversation design
• Fine-grained insights and analytics
• Multi-language
• Pre-built digital journeys (Solutions)
• Multi-channel chat
• Pre-trained language models
• Live-agent handover and collaboration

Benefits

• Reduction in contact and service centre calls
• Improved customer experience through digital self-serve
• Better insights into contact queries
• Operational efficiency through digital experiences
• Return hours to office staff
• Extend service hours to be 24/7

£12,000 a licence a year

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 adam.fowles@opendialog.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

603979462890847

Contact

Adam Fowles
0203 714 3980
adam.fowles@opendialog.ai

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: OpenDialog license for SaaS required.
• System requirements: OpenDialog license for SaaS required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1: Response within one hour. OpenDialog will use reasonable endeavours and Continuous Effort, within Service Hours, to resolve the Fault within 12 Service Hours.; Priority 2: Response within three hours. Fault resolved by the end of the following three Business Days.; Priority 3: Response within one Business Day. Bug fix scheduled for the next available release.; Priority 4: OpenDialog shall consider such issues or requests in the light of other Customer requirements and will advise what action
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Standard Support is included in the cost for all customers. Additional costs for Extended or Complete support depend on the service's scale.; ; All customers are assigned a Project Lead and cloud support team, which includes Senior OpenDialog Engineers, an account manager and escalation contacts.; ; We offer the following support levels: 1) Standard Support: Business Day Coverage. 09:00 and 17:00 Monday to Friday, excluding public holidays in the UK in the GMT Timezone. 2) Extended Support: Standard Support, 07:00 to 09:00 and 17:00 to 19:00, Monday to Friday in the Time Zone, excluding public holidays in the UK in the GMT Timezone. Priority 1 outside of Standard Support: The entire Software-as-a-Service is not working due to a critical issue. or 3) Complete Support: 365/24/7 - Any time outside Standard Support. Priority 1 outside of Standard Support: The entire Software-as-a-Service is not working due to a critical issue.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Online Training material alongside online documentation. Configurations to out-of-the-box SaaS products are also provided as per OpenDialog's best practices.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: The customer data belongs not to us but to the customer all along. The customer can export the data either daily OR at the end of the contract via an API to store and analyse as required.
• End-of-contract process: The end of the contract process will be included in the user agreements. At a high level, on contract termination, the customer will have until the end of the agreement to export all data. After that, all data will be removed per the terms of use.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The webchat has been designed to work on both mobile devices and desktops, there is no difference in functionality between the two. The OpenDialog conversation designer application is purely a desktop application.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Customization and configurations to out-of-the-box SaaS products are provided as per OpenDialog's best practices.

Scaling

• Independence of resources: By continuously monitoring usage metrics and capacity planning across all services.

Analytics

• Service usage metrics: Yes
• Metrics types: The OpenDialog Analyse dashboard gives you an overview of the latest interactions with your application and a bird-eye overview of project usage over time.
• Reporting types: Real-time dashboards

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
  • 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: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• 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: Customer can export their customer data via an API.
• Data export formats: Other
• Other data export formats: JSON
• Data import formats: Other
• Other data import formats: JSON

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: OpenDialog Software will be available to Customer for regular use at 99.9% of the Scheduled Uptime.
• Approach to resilience: OpenDialog provides a highly scalable, fault tolerant architecture with an advertised SLA availability of 99.9%. Further details are available upon request with regards to application architecture including disaster recovery.
• Outage reporting: A public dashboard (Public cloud only), application health API and email alerts, where appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: ISO27001 standards are applied across all of our management interfaces
• 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 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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 23/06/2023
• What the ISO/IEC 27001 doesn’t cover: All parts of the business are covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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
  • Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: All those defined in our ISMS include Access Control, Acceptable Usage, Secure Disposal, Cryptographic Controls, Remote Working, Data Protection, etc. The reporting is done through monthly audits and quarterly management reviews.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Provided on request.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Every change is tested and solution components are regularly tested for security vulnerabilities.; ; We aim to apply security patches as soon as they are made available following release management process.; ; We subscribe to security forums and bulletins to keep up to date.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Provided on request.
• Incident management type: Supplier-defined controls
• Incident management approach: Provided 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

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  At OpenDialog AI Limited, we recognize the importance of reducing our environmental impact within our business and clients. We are committed to embedding environmentally conscious practices into our daily operations. One way we do this is by adopting a cloud-first strategy for our services and internal processes. By leveraging cloud services, we aim to lessen our environmental impact and enhance operational efficiencies. Furthermore, technology like ours offers organizations opportunities to reduce; energy consumption, commuting emissions, lower carbon footprint and more.

  Equal opportunity

  OpenDialog continually strives to create inclusive solutions and to be a thought leader in making conversational applications (chatbots) inclusive and accessible to all. In the UK, nearly 1 in 5 users experience disabilities such as visual, auditory, motor, or cognitive impairments. This diversity necessitates varied approaches to digital technology usage, demanding additional support as needed. ; ; We've prioritized accessibility for all by ensuring that our standard Web Chat product aligns with the WCAG AA 2.2 standard, a milestone we reached in April 2024. However, achieving accessibility isn't solely OpenDialog's responsibility; it's a shared duty between us and our clients. Thus, we've compiled guidelines to assist our clients in designing chatbots that meet AA standards, accessible via: https://docs.opendialog.ai/webchat/designing-accessible-chatbots.

Pricing

• Price: £12,000 a licence a year
• Discount for educational organisations: No
• Free trial available: No

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 adam.fowles@opendialog.ai. Tell them what format you need. It will help if you say what assistive technology you use.