Britannic Technologies

AmiAI - Conversational AI Digital Agent

Ami is a cloud-based Conversational AI and the first digital agent that learns from having real conversations with customers and colleagues. Using AI and Machine Learning she expands her knowledge, provides interactive support, reduces the cost to serve, enables self-service, connects digital platforms to people and improves citizen services 24/7.

Features

• Cloud-hosted
• Intuitive conversational User Interface
• Natural language processing: verbal reasoning, understanding structure, slang and context.
• Machine-Learning: what to ask, say and how to optimise performance.
• Does not use predefined robotic responses
• Reads content on your website
• Can share links to relevant / supporting information & content
• Completes forms and shopping baskets, recovery enabled
• 12 lines of code to set up
• Escalates to live agent, summarising key points if interaction

Benefits

• Reduces service costs (£4.00 telephone interaction to 20p for AI)
• Supports and enables move to self-service models
• removed low level, repetitive questions from contact centre
• Reduces wasted time by up to 50%
• Cloud based service, quick to test (POC) and deploy
• Automate routine transactions, removing repetitive, low level interactions improving productivity
• Identify best practice, targeted improvements, information / content and people
• Triage routing to best agent based upon context and interaction.
• Improving customer experience, employee experience and adoption of digital services
• Seamless scaling up with demand, handles multiple concurrent interactions

£2,000 an instance

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 jcambpbell@btlnet.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

757671164711410

Contact

James Campbell
01483242550
jcambpbell@btlnet.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements: Internet connection and web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 4 hours
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Via Britannic's website
• Web chat accessibility testing: NA
• Onsite support: Yes, at extra cost
• Support levels: As part of our Standard FoC Account Management function, customers will have a named Account Manager plus direct access to a board level Director and Britannic’s Head of Operations.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite training, online training & user documentation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: This is requested and the data will be extracted / deleted when the contract ends
• End-of-contract process: At the end of the contract the customer can continue to use the service (contract extension) or terminate use accordingly. There are no financial penalties or costs to terminate contract at end of agreed term or extend beyond initial term, commencing a new term, which triggers monthly service charge and transactions charges accordingly.

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: Service works on all platforms. Only difference is amount of real estate utilised.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: NA
• Accessibility standards: None or don’t know
• Description of accessibility: NA
• Accessibility testing: Na
• API: Yes
• What users can and can't do using the API: Users set up the service with our team to suit their needs and have the ability to personalise and make changes to the API for the folowing:; ; Visitor Name; Most Recent Chat; Visitor Email ; Visitor Phone Number; Site Replier Visitor ID ; Most Recent Chat Created ; Most Recent Chat Reference; Agent Name; Department; Modified; Agent First Name; Agent Last Name; Agent Email Address; Callback From; Callback time; Callback To ; Visitor Page URL ; The user also has no limitations and users can request API changes/additions to be made.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The look and feel can be customised in the dashboard or by adding a CSS style sheet. The client decided who to give access to the customisation. Ami's conversations utilise the content made available to Am by the client (e.g website pages).

Scaling

• Independence of resources: We use elastic scaling to not impact upon demand of the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Yes. Eg's include:; #Automated chats; #Live agent chats; #Call backs; #Times website recovery invoked; #Times basket recovery invoked; #Mid-transactional automated chats; #Contact forms completed within automated chat; #Chat satisfaction ratings
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: AMI

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: No
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: CSV
• Data export formats: CSV
• Data import formats: CSV

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: "99.95% uptime SLA; Service credits are provided to the value of 3.5% of the monthly service charge should this SLA not be met, per day up to a maximum of 100% of the monthly service charge for each month impacted. The service credits will be refunded to the customers account and notification provided."
• Approach to resilience: Available upon request
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are securely accessed via password control aligned to user profiles and privileges. Access to support channels is restricted to agreed named contacts within our customers - which are recorded on our CRM system - to ensure they have the authority to contact us for support and corresponding management control.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 08/04/2020
• What the ISO/IEC 27001 doesn’t cover: Third party suppliers who do not directly impact the BTL Information Security
• 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
• Information security policies and processes: Britannic Technologies Information Security is supported by ISMS framework of approved, communicated and published policies and procedures that includes all legal, physical and technical controls. BTL Information Security Policy as well as all other ISMS policies and procedures apply to all Britannic employees, while 3rd party management is governed by BTL 3rd Party Information Security Compliance Policy and annual suppliers reviews. Our management processes have been aligned to ISO/IEC 27001 and include (but are not limited to): Network Management, IT, Operations Security, Projects, Access Control, Suppliers Management, Asset Management, Human Resources Security. Due to evolving nature of information security, all BTL management processes are frequently reviewed to ensure Britannic Technologies remains in compliance with relevant legal and regulatory requirements of ISO/IEC 27001 and guidelines of ISO/IEC 27002. All ISMS Policies and Procedures have been approved by BTL Managing Director and Information Security Management Forum, made up of members of the Senior Management Team. BTL Information Security Management Forum carries an annual review of Information Security Policies and Procedures which can be also reviewed at other times as dictated by operational needs.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Any change requests are recorded through the service desk, logged and tracked - time bound. We then review change requests through our change management process. These are reviewed for a range of aspects, including potential security impact. All changes are recorded.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have implemented vulnerability management process fully compliant with ISO 27001:2013.; ; In order to identify potential threats we have:; - compiled an inventory of assets connected to our network; ; - identified critical systems and at-risk systems; ; - established timely and scheduled patch management process; ; - established a process ensuring programs/apps run the latest software versions; ; - established remediation timelines; ; We review and classify all vulnerabilities and associated threats on a regular basis as well as rate risks according to our stated risk categorisation and assign a remediation timeline to each risk.; ; We conduct a regular vulnerability testing/scanning process. "
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Britannic Technologies have implemented protective monitoring as a part of our risk management strategy. We collect and analyse log and event data which allows us to detect and promptly alert on operational and security issues related to a wide range of compliance and risk concerns. As a result we obtain information required to allow us to respond to incidents in a timely manner and to establish sufficient internal security controls for ongoing compliance with ISO 27001:2013 requirements.
• Incident management type: Supplier-defined controls
• Incident management approach: We have pre-defined processes for common events. Users can log tickets by phone, email or web portal. Tickets are timed from the point of being logged to closure. Each ticket type (Minor, Major & Critical) has an SLA, we monitor ticket closure & escalation processes. We have set up automated escalation at set times depending upon each type of ticket. We provide incident reports / RFO's as applicable.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Britannic Technologies is strongly committed to integrating the best environmental practices into all business activities. We accept our environmental responsibilities and recognise the obligation to reduce the impact of our business activities on the environment. We have adopted the best practices and assist, where possible, in developing innovative solutions to the environmental issues and problems faced by the telecommunications sector. We conduct all activities in full knowledge of, and in compliance with, the requirements of applicable environmental legislation and approved codes of practice.; ; While assessing the environmental impact of our past, current, and likely future operations, we focus on fully integrating environmental considerations and objectives into our business decisions.; ; We seek to:; ; Minimise the consumption of natural resources, including energy, water, and raw materials, as far as is economically feasible; Prevent pollution and minimise emissions; Reduce the production of waste through effective waste management and recycling procedures, as well as disposing of unavoidable waste in such a way as to minimise its environmental impact
• Covid-19 recovery:

  Covid-19 recovery

  In the lead up to and during the pandemic we quickly transitioned all of our customers to a remote footing, many of whom operate in sensitive sectors such as social housing. We did this at little to no cost to our customers. We continue to introduce and support solutions which allow organisations to operate efficiently in the post-pandemic world whilst ensuring that their users are not put under undue stress.
• Tackling economic inequality:

  Tackling economic inequality

  It is vital our workforce is as diverse as the customers we serve.; We are always looking to expand our role as a champion of employee diversity, equity, and inclusivity. We are evaluating and formalising key processes to monitor our hiring and reward programs and ensure that all employees can play to win at Britannic.; Britannic are focussed on providing high quality jobs in and around our local community. We support employees with training and development programmes both internally and externally to encourage their professional development within Britannic and for the wider job market.; This approach goes from our Apprentices through to Senior Management.
• Equal opportunity:

  Equal opportunity

  At Britannic we value diversity and hold ourselves accountable to create a culture where our employees represent humanity. We embrace authenticity and trust, and lead with transparency, empowering our employees to have a voice that's heard. We are committed to learning, empowering, advocating, allying and supporting each other within our own walls and communities. A diverse and inclusive culture helps us achieve our mission of revolutionising the contact centre and bringing home the human experience.
• Wellbeing:

  Wellbeing

  Britannic Strongly advocate the importance of employee mental health in all aspects of our operations.; It is our view that belonging is only achieved when an employee feels truly able to be their whole and authentic self throughout all aspects of their work to this end;; We encourage employees to take regular breaks and use all their annual leave throughout the holiday period.; Support users with flexible working wheresoever possible; We provide employees with their birthday off every year.; We give employees an extra day of annual leave to volunteer in the local community or with a charity as a ""day to make a difference"".; Regularly invite partners and families to events.

Pricing

• Price: £2,000 an instance
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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