Agile Business Process UK, LIMITED

Druid AI Chatbots and Conversational AI licenses and professional services

Software licenses and professional services for DRUID AI which is an advanced Conversational AI and Intelligent Automation hub that enables companies to design and deploy superior experiences for internal and external users using omnichannel interactions and business process automation

Features

• Communicating in normal human - like speech
• Chatbots identify and integrate with RPA processes across IT Systems
• integrating with customer service tasks and processes
• All types of connection, enterprise applications
• If no API is available will connect using UiPath Robots
• Over 50 Languages
• Rapidly build and maintain no-code automated processes
• Easily configure, Any connection to enterprise applications

Benefits

• Reduces workload, freeing staff members time for value added tasks
• Reducing mundane and repetitive tasks through automation and conversational AI
• Quicker responses, no staff intervention, self service
• Increased consistency, standardisation and automation

£10,000 a licence a year

• Education pricing available
• Free trial available

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 steve.barson@abpconsultancy.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

805180496822584

Contact

Steve Barson
07485045447
steve.barson@abpconsultancy.com

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: Druid chatbot/conversational AI licences is an end to end platform for conversational AI. It can be used in conjunction with RPA to manage processing of requests received
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: There are no constraints. Chatbots and RPA can be used in every department/agency and across all service lines. The robots can be used anywhere where you have people manually transferring information through or between IT systems. The software acts as an extension to existing software applications without the need for complex system integrations.
• System requirements: Requires a client side Druid Connector installed

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: ABP discuss and agree on appropriate support levels, including performance metrics, availability, support hours, and severity definitions, before finalising an order. These agreed-upon service levels are then documented in the Order Form as part of the contract between both parties, ensuring clarity and alignment on the expectations and obligations for service delivery.
• 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: 9 to 5 (UK time), Monday to Friday
• 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: ABP have used Druid to provide assistive technology web chat. This is supported by automation and other associated technologies
• Onsite support: Yes, at extra cost
• Support levels: Support levels are dependent on customer requirements. Each client will have a customer success manager/account manager to support on service to the customer. Our automation support and maintenance offering to clients like NWL comprises of:; • An EU-based service desk is available 24/7/365;; • An ITIL-aligned Service Desk incorporating:; § Incident management;; § Problem management;; § Change management;; § Alert management;; § Event management;; § Capacity management;; § Availability management;; § Application management;; § Daily health checks and reporting; and; § Central notifications and Communications.; • Proactive monitoring of all processes with alerts logged to a dedicated service board;; • Access to our enterprise-class Service Portal for complete service management in a single unified platform –change requests, incident management, reporting, etc.;; • An experienced Account and Service Management Team manages the contract's day-to-day operation, including administration, reviews, reporting, invoicing and billing, etc.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: ABP Consultancy provide onboarding and offboarding support for using the UiPath Business Automation Platform. This is a professional services offering and therefore will be quoted for specific to the customer's needs.; ; Training is provided for business analysts, developers and administrators.; ; ABP Consultancy also provide training on non-technical aspects of an automation programme including setting up and running an automation centre of excellence (CoE), an automation operating model (AOM), automation pipeline management and much more. UiPath has a comprehensive training portal with many free courses
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: This is customer specific and discussed and agreed with the client at take on of the contract. Once completed the services will be taken off line and all information deleted; ; The termination process typically outlines clauses, rights, obligations, and responsibilities for both parties. Customers recognise their commitment to the services for the specified Minimum Period and any Renewal Term(s), as detailed in their contract. It's crucial for both parties to understand and agree to these terms to ensure a smooth termination process, if necessary.
• End-of-contract process: ABP Consultancy provide onboarding and offboarding support for using the Druid AI platform. ; ; Training is provided for business analysts, developers and administrators.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The user interface is a web application hosted in the cloud or on-premise. The UI allows users to interact with intelligent chatbots created on the platform. It allows users to configure the chatbots via a web designer.
• Accessibility standards: None or don’t know
• Description of accessibility: This is dependent on the service required
• Accessibility testing: ABP have worked with a number of clients on DRUID AI with assistive technology
• API: Yes
• What users can and can't do using the API: Users have the ability to interact with chat sessions via the API to push and pull information that is relevant to the session. A full set of API definitions can be provided on request.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can build customised conversational AI based on their own requirements, which is completed by chatbot designers.

Scaling

• Independence of resources: More chats can be added as required

Analytics

• Service usage metrics: Yes
• Metrics types: Conversational statistic, time of conversation, information users
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

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

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: 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: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Via API if necessary
• Data export formats:
  • CSV
  • Other
• Other data export formats: SQL
• Data import formats:
  • CSV
  • ODF

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: ABP discuss and agree on appropriate service levels, including performance metrics, availability, support hours, and severity definitions, before finalising an order. These agreed-upon service levels are then documented in the Order Form as part of the contract between both parties, ensuring clarity and alignment on the expectations and obligations for service delivery. By using AWS it will be based on their availability which is usually 99.5%
• Approach to resilience: This information requires a non-disclosure agreement and is therefore available upon request.
• Outage reporting: Through the ABP service desk and support centre via email, phone and portal.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Through an access-control mechanism based on roles and permissions. Roles are collections of permissions meaning that the permissions needed to use certain Orchestrator entities are assigned to roles.; ; Role-permissions and user-roles relationships allow for a certain level of access to Druid. A user gets the permissions required to perform particular operations through one or multiple roles. Since users are not assigned permissions directly, but only acquire them through roles, management of access rights involves assigning appropriate roles to the user.
• 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

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: Yes
• Who accredited the ISO/IEC 27001: Qualitas Veritas
• ISO/IEC 27001 accreditation date: 19th December 2023
• What the ISO/IEC 27001 doesn’t cover: For the service provided all is 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
• Information security policies and processes: We have a head of quality and improvement who is responsible for Policies and reports into the director of Service Delivery. This ensures ABP follows best practice and ISO27001

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ABP follows a change management procedure that is signed off by the quality manager. A copy of this policy is available on request following ISO9001 and ITIL best practices. Changes to the automation would go through internal testing and validation along with customer testing prior to commencing in a live environment. This is agreed with the customer prior to service take on.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We perform by ourselves (using the services of a professional company) a Vulnerability and Penetration Test before each major release. All releases are made available first to community and a restricted number of partners and customers. All findings are made part of a mitigation plan and resolved as soon as possible with a patch or in the next release depending on how critical they are.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: This is dependent on the service required and will alter depending on if the client procures licenses only or a full service wrap. Service Management will be agreed prior to service commencement with an understanding it could change through the term of the contract, by mutual agreement.
• 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: ABP follows ISO27001 and has a pre-defined process for common events and to report tickets to the ABP support desk via email or the ticket system. Once logged an email confirms the ticket number and escalation path if required. The customer will be informed regularly on next steps about the specific incident. Post incident, depending on the severity, a formal review will take place. A copy of the ABP incident management process is available 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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  ABP are ISO 14001-2015(Environmental Management Systems) certified. In addition to this we have also partnered with Greenr, who have helped us measure and capture emissions at source and offset unavoidable emissions through supporting nature-based projects

  Covid-19 recovery

  ABP support Covid-19 recovery in a number of ways, including remote working. In conjunction with ABP School of Automation we can provide employees with training to up-skill as automation is introduced to the workplace. The School of Automation also provide training for people who wish to enter into a growing sector allowing them to gain employment. This training can also be completed through remote learning.

  Tackling economic inequality

  ABP believe diversity is essential to enhance innovation, creativity, and overall organisational success. As part of our commitment to commitment to empowering underprivileged individuals and promoting a more inclusive environment, ABP School of Automation actively recruit students from diverse backgrounds, including women, minorities and individuals with disabilities.

  Equal opportunity

  ABP has a comprehensive strategy to enhance diversity and inclusion within our contracted workforce, aligning with our commitment to empowering underprivileged individuals and promoting a more inclusive environment. ; ; ABP and School of Automation have been actively working to remove barriers to technology careers and playing advancing gender, cultural and neuro diversity and empowering women in the tech industry. ; ; ABP exceeds the women in tech diversity levels, increasing year on year, currently 29% vs an industry average of 26% (Target of 40% by 2025). Our commitment to inclusion and diversity will ensure that the talent we provide for the contract is representative of different backgrounds and perspectives. ; ; ABP conducts regular audits and assessments to track diversity metrics within ABP and the School of Automation. We use this data to identify areas for improvement and set diversity goals. We believe that promoting diversity and inclusion is essential not only for ethical reasons but also to enhance innovation, creativity, and overall organisational success. ; ; ABP and the School of Automation actively recruit students from diverse backgrounds, including women, minorities, and individuals with disabilities. ; ; ABP’s goal is to deliver exceptional automation services and set a standard for diversity and inclusion within our contracted workforce. By intentionally nurturing an environment that celebrates differences and empowers ALL individuals, we believe we can create a more innovative, resilient, and ultimately successful work environment for the contract, promoting a culture of diversity and inclusion that benefits all stakeholders involved. ; ; We also believe our inclusive approach means that we offer accessible learning resources, flexible training options, and a supportive community. We are dedicated to bridging the knowledge gap and equipping individuals with the skills and knowledge they need to thrive in the world of automation.

  Wellbeing

  ABP actively encourages wellbeing and inclusion within the company. As part of this the company pays for Vitality Health Care. This not only provides health insurance cover to private healthcare but also support for mental health, staying healthy and also to keep employees engaged and motivated.

Pricing

• Price: £10,000 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: There are various options depending on client requirements, but is usually time limited which varies by product.

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 steve.barson@abpconsultancy.com. Tell them what format you need. It will help if you say what assistive technology you use.