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
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
-
- 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