HCL Technologies UK LImited

HCL DRYiCE Lucy - Cognitive Virtual Assistant for the Enterprise

Lucy is an intuitive conversational-Artificial Intelligence (AI) cognitive virtual assistant/platform that mimics human-like interactions while extending support and service to its users. Lucy leverages enterprise-grade Machine Learning (ML) and Natural Language Processing (NLP) capabilities to offer empathetic, context-driven and accurate assistance to enhance the user experience.

Features

• Full stack platform for creating/deploying chatbots and virtual agents
• Automate IT/Helpdesk queries across the organisation using natural language processing
• End-users resolve problems automatically directly from their systems
• Reduce costs with AI/ML based digital assistants and pre-built use-cases
• Resolve queries with multilingual and omnichannel virtual assistants
• Use your contact centre solution for voice & IVR support
• Leverage enterprise wide integrations with the help of one-click connectors
• NLP accuracy, from IBM/Google and multiple cloud deployment options
• Machine translation from hyperscalers (IBM/Azure/Google) to converse in multiple languages
• GUI-driven consoles for maintenance, administration and training

Benefits

• Leverage out-of-the-box third party integrations for quick and robust deployment
• Reduces service desk (IT/HR and others) costs up to 30%
• Increase Customer Satisfaction (CSAT) by 80%
• Prevent 25-30% tickets from being created on your service desk
• Get up and running in 60 day or less
• FAQ Parser/Knowledge Ingestion, Advanced State of the art NLP models
• Build/maintain domain agnostic chatbots with HCL's Lucy
• Semi-supervised learning algorithms to fine tune conversations over time
• Very high configurability to avoid vendor and feature lock-in
• Use Lucy's BOT APIs/Low-Code designer to create conversational experiences

£33.40 to £66.80 a unit

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 CCSFrameworks@hcl.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

612365253080361

Contact

Paul Montgomery
+44 (0) 20 7105 8600
CCSFrameworks@hcl.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no known constraints in selecting our service.
• System requirements: For users to use service, supported browser versions are required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times depend on the type of support model selected by the client. ; ; Additionally, based on the severity of the issue, the following response and resolution Service Level Agreements (SLAs) are defined. ; ; Based on the severity of the issue, response SLAs are mentioned below:; 1. P1 - Incident Ticket - Response SLA - 2 hours; 2. P2 - Incident Ticket - Response SLA - 2 hours; 3. P3 - Incident Ticket - Response SLA - 1 working day; 4. P4 - Incident Ticket - Response SLA - 1 working day
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: The web chat support is accessible through a web browser, Teams or many other channels.
• Onsite support: Yes, at extra cost
• Support levels: Primarily, two different types of support models are available, thus:; • Dedicated Support; 100% FTE allocation ; • Shared Support; % based FTE allocation; ; Based on the severity of the issue:; 1.P1 Incident - Response SLA – 2 hours; Resolution SLA - 12 Hours*; 2.P2 Incident - Response SLA - 2 hours; Resolution SLA – 1 day*; 3.P3 Incident - Response SLA - 1 working day; Resolution SLA – 2 to 5 days*; 4.P4 Incident - Response SLA - 1 working day; Resolution SLA - 2 to 7 days*; ; *Note - Resolution SLAs are for those issues which are not at the NLP service provider’s end.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Users are assisted with extensive product documentation in the form of various Product Guides and a Product Lab Manual. In addition to product documentation, users can also leverage the on-demand product demos and product feature/ functionality sessions.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: DRYiCE Lucy adheres to industry best practices with respect to retention and data extraction guidelines. Administrative users - based on the governance policy and control - get the ability to extract and retain the data.
• End-of-contract process: If the buyer wants to terminate the subscription to the service altogether, they have an option to retain, export or destroy the relevant content and access to the Lucy instance will be revoked as per the agreed termination date and the instance will be decommissioned.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is no difference between the mobile and desktop service, as the service is designed to be responsive and adapts really well based on the device being used.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: DRYiCE Lucy has multiple Graphical User Interface (GUI) driven consoles as part of its service interface, that provide the capability to govern, customise and manage the services in a customer environment. These consoles provide various functionalities, such as Knowledge Management, User Management, Third Party integration configuration, Usage and Consumption Metrics, etc. to name a few. The high configuration capabilities of the services ensure high configurability with easier operability to an authorised user.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Not Applicable
• API: Yes
• What users can and can't do using the API: DRYiCE Lucy provides a RESTful Application Programming Interface (API) for integration with various channels of communication, at the front end for receiving user queries/ inputs and enterprise tools/ ERP systems/ applications at the backend for retrieving information/ taking actions on behalf of the user.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: To cater to the needs of a modern enterprise, DRYiCE Lucy provides various customisation capabilities to its users. Some of these are with respect to User Interface (UI), third party integrations, use case configurations and usage analytics. Additionally, Lucy can be trained to adapt to your organisational needs, over a period of time.

Scaling

• Independence of resources: DRYiCE Lucy is a Software as a Service (SaaS) based solution and supports auto-scaling capabilities. It is capable of handling a significant number of concurrent users and scales automatically to handle incoming demand.

Analytics

• Service usage metrics: Yes
• Metrics types: DRYiCE Lucy provides realtime service dashboard and reports as part of its service metrics to track and analyse. The service dashboard and reports are customisable in nature. These include but are not limited to conversational and user metrics. These service metrics monitor service usage and provide actionable insights for high service performance within a customer environment.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: For data at REST, services follow standard encryption techniques. Additional encryption can be performed as per requirement.
• 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: This option is only available to administrative users through the Admin Console.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JavaScript Object Notation (JSON)
• Data import formats: Other
• Other data import formats: Data can be uploaded in JavaScript Object Notation (JSON) format

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: TLS encryption for data in transit. For Data at REST, services follow standard encryption techniques. Additional encryption can be performed as per requirement.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: TLS encryption for Data in transit. For Data at REST, services follow standard encryption techniques. Additional encryption can be performed as per requirement.

Availability and resilience

• Guaranteed availability: DRYiCE Lucy guarantees an availability of 99%. Higher availability can be achieved as per requirement and feasibility, then factored in as part of the pricing model.
• Approach to resilience: DRYiCE Lucy's detailed Disaster Recovery Plan and Business Continuity Plan ensures that the service is resilient. This is available on demand.
• Outage reporting: DRYiCE Lucy notifies any outages or downtimes through email notifications. The designated Product Professional services team proactively engage in the event of a outage or service downtime incident(s).

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Other
• Other user authentication: DRYiCE Lucy can leverage either multifactor authentication or identity federation and/or user name, password based mechanisms to ensure a secure personalised experience for users interacting with the service. Based on the customer requirement and environment, these mechanisms are enabled, thereby ensuring only registered and verified users are able to interact with the service.
• Access restrictions in management interfaces and support channels: DRYiCE Lucy comes with a strict Role Based Access Control (RBAC)mechanism to authenticate users for all the services requested, as applicable.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: DRYiCE Lucy can leverage either multifactor authentication or identity federation and/or user name, password based mechanisms to ensure a secure personalised experience for users interacting with service. Based on the customer requirement and environment these mechanisms are enabled, thereby ensuring only registered, verified users are able to interact with the service.

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• 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: Bureau Veritas
• ISO/IEC 27001 accreditation date: 16/10/2020
• What the ISO/IEC 27001 doesn’t cover: No exception in the scope.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Not Known
• PCI DSS accreditation date: Not Known
• What the PCI DSS doesn’t cover: Not Known
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: CISSP / CISM / CCSK (Various Employees)

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: DRYICE Lucy is hosted on IBM Cloud and leverages IBM's Watson services. IBM Cloud is compliant with the certifications listed below:; - ISO 9001 / 27001; - SOC-1, SOC-2, SOC-3; - CSA STAR; - HIPAA / PCI; - https://www.ibm.com/in-en/cloud/compliance
• Information security policies and processes: Management is committed to achieve organisation's information security objectives by implementing an Information Security Management System (ISMS). It shall ensure:; -Risks associated with HCL information assets are identified and mitigated at planned intervals.; -Appropriate resources such as technology, infrastructure and personnel are evaluated and allocated to support information security initiatives.; -Information assets are adequately protected.; -The criteria for identification, ownership, valuation, classification and handling of the Information Assets shall be established.; -A Business Continuity Management System (BCMS) is implemented to counter potential interruptions to business activities and to protect critical business processes from potential failures.; -Access to information resources should be controlled through a managed process that addresses granting, authorising, revoking access, and periodic review of information system privileges.; -All users are made aware of their information security responsibilities through regular information security awareness training.; -The line managers are responsible for enforcing the ISMS policy within their units. Non-compliance to any information security policy shall lead to the appropriate disciplinary action.; All Information Security Incidents shall be reported to the relevant authorities and investigated and acted upon by them.The policies, procedures and guidelines are implemented,communicated and maintained on a regular basis. The compliance shall be checked through regular internal assessments.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: HCL follows Change Management process as per our industry standard Gold Blueprint Process Framework for operations management. The Change Management process of HCL includes standard major, minor and emergency changes, with a proper approval review mechanism. Additionally, HCL leverages ServiceNow ITSM (IT Service Management) to manage Change Management. ; All the changes are managed in the ServiceNow Configuration Management Database (CMDB) and are leveraged for Incident, Problem and Change Management processes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management focusses on finding weakness that can be exploited. HCL performs quarterly and/or annual vulnerability scans to get a snapshot at that point in time. Regular scanning ensures new vulnerabilities are detected in a timely manner and are fixed before they occur. The HCL vulnerability management process consists of the following phases:; 1. Preparation; 2. Vulnerability scan; 3. Define remediating actions; 4. Implement remediating actions; 5. Rescan.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: HCL leverages the IBM Cloud Native Security Controls and third party elements as a combination for security, event and incident monitoring of DRYiCE Lucy. ; ; The key activities included in Security Protective Monitoring are as follows:; 1. 24X7 incident identification and response support; 2. initial triage and intelligence gathering; 3. Customer communication and remediation execution; 4. Providing customer operational summaries and reports.
• Incident management type: Supplier-defined controls
• Incident management approach: HCL follows its industry-standard Gold Blueprint based Incident Management process. ServiceNow is leveraged as the ITSM tool for Incident Management and various incident creation channels are provided to customers for reporting proactive and reactive issues. ; ; Below are the key items: ; 1.Incident identification and logging by the customer and event management tool; 2.Incident categorisation and prioritisation by the customer and event management tool; 3.Leveraging intelligent runbook automation driven incident self-healing and human assisted incident response/ resolution for issues which needs human intervention. ; 4.Corrective and preventive action are taken to avoid repeat or similar incidents in the future.

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

  At HCL Technologies, we believe that we have got accountability to the future, as well as an imperative role to play in addressing global challenges, such as climate change and environmental sustainability. ; ; HCL commits itself to confronting these challenges by assuming a leadership role in fostering a sustainable environment and responding appropriately to the risk posed by environmental degradation. ; ; HCL will strive to achieve excellence in environmental management by: ; ; Integrating environmental considerations into our all areas of operations, considering our environmental risks, responsibilities and organisational capability ; ; Meeting all environmental compliance obligations applicable to the organisation ; ; Reducing our ecological footprint through optimised utilisation of natural resources, including land, water and by ensuring the responsible use of energy throughout our operations, including conserving energy, improving energy efficiency and giving preference to renewable over non-renewable energy wherever feasible ; ; Introducing more sustainable and green procurement approaches ; ; Preventing pollution and minimising all types of waste, including e-Waste by adopting a Reduce-Reuse-Recycle-Recovery philosophy ; ; Being an environmentally responsible neighbour in the community where we operate, and correct incidents or conditions that endanger the environment ; ; By committing ourselves to open and constructive engagement with communities surrounding our operations on environmental matters ; ; Providing a framework for setting and reviewing environmental objectives and targets ; ; Continually improving and learning from our efforts in working towards environmental sustainability ; ; Monitoring and reporting our environmental performance to key stakeholders ; ; Ensuring that environmental policy is communicated to all the concerned persons working for or on behalf of the organisation, to make them aware of their environmental responsibilities ; ; By making our environmental policy available to all stakeholders, including public on demand ; ; Maintaining appropriate controls, including periodic review of environmental policy, to ensure its applicability and relevance to the changing scenarios and stakeholder’s expectations.
• Covid-19 recovery:

  Covid-19 recovery

  The outbreak of the COVID-19 pandemic and its ruinous effect on lives and livelihoods has been unprecedented in modern times. HCL has used its position as a global IT company to mitigate the effects where possible, supporting our clients to continue operating in these difficult times and providing help to those affected. We have developed rapid solutions to support our customers in returning to work during the pandemic with examples ranging for PPE stock management, workforce social-distancing solutions and the deployment of remote working technology. ; ; Our HCL Foundation is a focal point for global programmes and has coordinated our support for COVID-19 affected communities. ; ; As a result of the pandemic there have been many industries that have been heavily impacted economically and many job losses have been caused as government support is reduced, companies going into administration and many freelance/self-employed prospects have simply disappeared. ; ; Some of the people displaced by the pandemic will have transferable skills and just need limited support in cross-training. ; ; We offer a number of opportunities to help semi-skilled staff enter the IT services world. Schemes such as our ‘Consultant in Training’ programme where staff are taken on and have a mix of formal training and on the job mentoring to give them the skills to continue on this path. The formal training can result in recognised qualifications such as technology or project management certifications. Many alumni of this programme are taken on by HCL as the first rung on their new career ladder. ; ; With regard to the less skilled people left stranded by the Coronavirus outbreak we provide targeted help in a similar way to how we support disadvantaged individuals. ; ; We will work with our customers to understand the impact of COVID-19 and develop CSR plans to support these at a local level.
• Tackling economic inequality:

  Tackling economic inequality

  HCL is committed to Corporate and Social Responsibility (CSR) to help equality/diversity, the economy, health/wellbeing and local communities. For local economies/ communities, HCL creates and maintains positive industry partnerships, engaged employees (including a focus on staff behaviours) and a diverse workforce, working collaboratively to make work a great experience for all. ; ; In the UK, HCL works in partnership with the Prince’s Trust to maximise our CSR activities relating to how technology can make a positive difference to the lives of people and organisations worldwide. We have developed an education programme called “Get Started with Technology” to upskill disadvantaged youth across the country. ; ; In the UK, HCL runs a CIT (Consultant in Training) programme every year, whereby we hire fresh graduates with no prior corporate experience in the UK and train them on relevant technologies and then employ and groom them to be Consultants. This has been run in conjunction with Manchester Business School and we are looking to expand this programme to include the other Higher Education establishments. ; ; We are mindful of our role to play in of supporting local businesses and generating additional economic development through our engagements. As such, we consider using local suppliers to meet requirements that we cannot fulfil ourselves. As an example, a significant proportion of the initial User Experience and Design work for new Manchester United app was undertaken by Manchester based Small/Medium sized Enterprises (SMEs). ; ; HCL runs innovation labs, collaborating through global Hackathons or developing patents for new and emerging technologies. We share this knowledge via events and Webinars, as well as providing access to thought leadership in the guise of our Chief Information Officer (CIO) Council. Recent events have covered such diverse topics as Blockchain, Robotic Process Automation (RPA), Cognitive Systems and Artificial Intelligence (AI) and Internet of Things (IoT).
• Equal opportunity:

  Equal opportunity

  HCL focusses on creating/sustaining a nurturing environment for all employees, irrespective of backgrounds, gender, nationality, culture, ethnicity, age or differing abilities of individuals. ; ; Gender parity and inclusion at all levels of the hierarchy is our top priority, with a special focus given to increasing the representation of women leaders at key leadership positions. The female employee ratio is a crucial metric that is reported and reviewed quarterly in the company board meetings. All our recruitment teams carry a target on gender hiring and all our job specifications have been reviewed to make them gender neutral. ; ; HCL is committed to Corporate and Social Responsibility (CSR) to help equality & diversity, the economy, health & wellbeing and local communities. We have initiatives running to support, nurture, develop and celebrate the successes of disadvantaged communities or individuals. We endeavour to make a positive impact in the lives of people within the communities we operate in. ; ; For local economies/communities, HCL creates and maintains positive industry partnerships, engaged employees (including a focus on staff behaviours) and a diverse workforce, working collaboratively to make work a great experience for all. ; ; The company implements and maintains a management system that sets targets to monitor and continually improve our social performance across the company. Also, we comply with all relevant legislative and regulatory requirements relating to be a responsible business, including but not limited to the Modern Slavery Act, the Equality Act, the Public Services Act and the Living Wage Act. ; ; To propagate an inclusive culture at HCL, a virtual Inclusion Lab model has been designed in consultation with business and HR stakeholders. The objective was to design a systemic, top down approach where each leader was sensitised and given the necessary skillset, mindset and toolset to actively demonstrate and promote inclusive behaviours.
• Wellbeing:

  Wellbeing

  HCL is committed to employee overall wellbeing through. ; ; Physical/Occupational ; ; Ergonomics Training; Employees have access to e-Learning based ergonomics training. ; ; Chiropractor consultations; Organised at the workplace to advise employees on correct sitting posture. ; ; Virtual General Practitioner; This allows employees to seek an appointment and follow ups with a GP to discuss medical issues. ; ; Gym Flex/Cycle to Work; This benefit allows employees to seek attractive discounts on gym memberships and purchase a cycle. ; ; Health Check-ups; We organise for basic health check-ups, like Body Mass Index (BMI), Glucose and Cholesterol screening at the workplace for all our employees. ; ; Preventive Healthcare; Webinar on smoking cessation and good nutrition. ; ; Mental/Emotional ; ; Employee Assistance Programme; Free, confidential counselling services available for employees and their families in the local language on areas of emotional health, family issues, financial and legal guidance and other work and personal matters. ; ; Wellbeing Webinars; Monthly workshops facilitated by clinical psychologists around various topics to have a better understanding on mental health issues and practical tips on how to deal with them. ; ; Mental Health Awareness; Campaign to create awareness on mental health, breaking stereotypes and proactive ways for employees to become more self-aware, mentally resilient and emotionally secure. ; ; Mindfulness and Yoga Workshops; To help employees overcome stress, anxiety and increase resilience and emotional intelligence, while improving communication. ; ; Financial ; ; HCL Discount Scheme/Perks at Work; Employees and family access to avail attractive discount schemes on over 3,000 products ; ; Financial Wellbeing Workshop; To help employees understand the various financial instruments to enable them make the right decision on investments, pension decisions and future savings. ; ; Emotional/Psychological ; ; Chat sessions, culture and festive celebrations; This helps to bring various teams to interact and come together to create a livelier environment at the workplace. ; ; Part time and Flexi Working Policies to help people effectively manage their work life balance.

Pricing

• Price: £33.40 to £66.80 a unit
• Discount for educational organisations: No
• 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 CCSFrameworks@hcl.com. Tell them what format you need. It will help if you say what assistive technology you use.