Phoenix Software Ltd

SMART Email

SMART Email is combines Machine Learning (ML) and Artificial Intelligence (AI) to actively deflects incoming emails. Users are redirected to conversational AI assistants with true Human Parity to self-serve and automate processes. Works both in real time and with email backlogs.

Features

  • ML models to interrogate data – optimised to 95% success
  • Deflects to web-based human parity assistant; pre-loaded with answers
  • Identifies/categorises email types based on volume/complexity/resolution
  • Automatically detects specific content within emails for action
  • Intelligently triages email traffic without need for agent intervention
  • Collaborative approach to identifying email category deflection
  • Full end-to-end testing
  • Designed to support your digital transformation goals
  • Human can validate emails that don’t match model
  • Patent pending SMARTMesh provides continuous evolution of knowledge

Benefits

  • Reduce email volumes – automate 30% of overall email traffic
  • Reduce costs – deflect emails by directing users to self-serve
  • Save on people hours dedicated to first line support
  • Clear email backlog and automatically process emails once trained
  • Quicker resolutions to users with self-service – no wait times
  • Improve UX and satisfaction with common answers in seconds
  • Protect agents from high-volume queries
  • Respond to thousands of emails in minutes not days
  • Use scoring to only involve humans where needed
  • Improve retention and satisfaction of staff

Pricing

£10,700 a licence a year

  • Education pricing available
  • Free trial available

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 ccs@phoenixs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

6 4 6 8 6 4 6 3 1 4 8 7 2 7 2

Contact

Phoenix Software Ltd Jonny Scott
Telephone: 01904 562200
Email: ccs@phoenixs.co.uk

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
None
System requirements
  • Microsoft Azure Cognitive Services
  • Linux Server
  • Azure ML Studio
  • Other cloud ML tools

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, dependent on 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
  • Other
Other documentation formats
MS Word
End-of-contract data extraction
Using REST APIs users can export data from SMART AI. These are secured protocol to export data from hosted cloud database.
End-of-contract process
The software is decomissioned and product artifacts are removed from the customers Azure subscription and Office 365 tenant. No user content is affected.

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 date 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
Reseller providing extra support
Organisation whose services are being resold
ICS

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
In-house
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
Extraction not required, no customer data stored within product
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
  • Other
Other protection within supplier network
We conform to 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
Solution hosted in Microsoft Azure
PCI DSS accreditation date
N/A hosted in Azure which is compliant
What the PCI DSS doesn’t cover
N/A hosted in Azure which is compliant
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
  • 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

Fighting climate change

Fighting climate change

Our SMART AI platform brings 24/7 self service and automation to users of public sector services. By deploying services digitally, our AI is part of an effort towards channel shift with less reliance on in-person event and meetings.
Covid-19 recovery

Covid-19 recovery

Our SMART AI platform helps public sector organisations and their users recover from the impacts of COVID-19. Our technology helps reduce the demand for front line support services by introducing self-service across various channels 24/7. It reduces the need for face to face meetings and uses accessible digital interfaces for organisations to serve their users. For support staff within an organisation it increases the likelihood of remote working and reduced travel as our technology is cloud based and accessible anywhere, at any time.
Tackling economic inequality

Tackling economic inequality

Our SMART AI platform delivers innovation and new technologies through the supply chain that results in reduced costs for public sector organisations and better quality services. Our proprietary AI is built to be human parity and deliver the same or a better experience than equivalent human agents on channels like phone, email and live chat. Our AI platform lets users increasingly self serve answers and processes to free up capacity within organisations and better deploy resources where they are most needed.
Equal opportunity

Equal opportunity

Our SMART AI platform is built with accessibility in mind. Our web based deployments of conversational AI are WCAG 2.1 AA compliant with styling and language that allow for customisation and access from text/voice input.
Wellbeing

Wellbeing

Our SMART AI platform was built to promote user self-service and automation with less reliance of public sector organisations' 1st line support. One way we can help communities is to deliver a human parity 24/7 service which isn't necessarily available from an organisation. We also offer multi-lingual support by default and allows non-native speakers to converse with an organisation in their own language seamlessly.

Pricing

Price
£10,700 a licence a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Limited period access to fully featured demo environment
Link to free trial
Environment provisioned per user

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 ccs@phoenixs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.