ENTERPRISE RPA LIMITED

Conversational AI Platform - EVA

EVA powered by DRUID is an end-to-end platform for building conversational business applications and virtual assistants specialised in completing business task. EVA offers users the ability to ask questions and get accurate responses, but also to perform complex tasks by integrating with multiple existing or legacy applications in the organization.

Features

• Integrated with ChatGPT for enhanced interactions
• Comprehensive Assistance: EVA aids repairs, maintenance, and contact centres
• Visual Support: Upload images for clearer issue communication
• Efficient Appointment Management: Simplify bookings and reduce no-shows
• Compliance Management: Handle checks within compliance parameters
• In-House Escalation: Prioritise issues like Damp, Mould, Mental Health internally
• Multi-Channel Access: Use EVA across various platforms
• Personalised User Experience: Different personas for defined purposes
• EVA continues to learn, featuring centrally-managed trained databases
• Knowledge Base provides 24/7 support for employees and residents

Benefits

• Improved Efficiency: Reduces call centre traffic, wait times, operational costs
• Enhanced Employee Satisfaction: Empowers staff with quick access to information
• Boosts resident satisfaction with more first-time resolution
• Reduces financial loss from tenancy voids and streamlines processes
• Occupancy Optimisation: Ensures the earliest property availability for occupation
• Reduced No-Shows: Minimises resident no-shows for appointments
• Intelligent Scheduling: Manages appointments more effectively
• Safety Prioritisation: Addresses high-priority issues promptly for resident well-being
• Personalised User Experience: Tailored personas enhance user engagement
• Knowledge Base: Quick access to information, reducing response times

£5,000.00 a licence a year

Service documents

• Pricing document

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

Framework

G-Cloud 14

Service ID

849908207399216

Contact

Steve Bolton
07850964225
steve.bolton@enterpriserpa.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: Our software services act as an extension to existing software applications without the need for complex system integrations.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Our software services act as an extension to existing software applications without the need for complex system integrations.
• System requirements:
  • Requires a client side Druid Connector installed
  • Requires a cloud based Druid platform dedicated environment
  • Requires test and live connectors and servers for version control
  • Requires client side SQL database for hosting conversation logs

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: ERPA help desk is available from 9:00am to 5:30pm, weekends and bank holidays excluded. (out of hours support may be requested and agreed in advance). Support requests may be logged 24 hours a day and 7 days a week via support@erpa.raisaticket.com . The response time will start from the start of the next working day. The first response time will be no longer than four hours and often much quicker.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Internal testing colour schemes, font sizes for increased visibility with partial or colour visual deficiency; text to speech and speech to text for those with full visual deficiency.
• Onsite support: Onsite support
• Support levels: Support is provided via remote access to investigate and resolve issues, that are predominantly environmental changes affecting the software robot. Support is billed in pre-bought tokens, which are an hour each at £150 per token, mininum spend applies, and drawn down in 15 minute increments. The support is usually, but not exclusively, carried out by the software developer who built the solution on a client's behalf.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: User documentation for connector installation is provided, along with a Teams session to guide the client through installation and connection. Online training is available. Mentoring and training is also provided to client inhouse developers as a service.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The majority of data is held client side. Actvity logs are held both client side and in the client cloud (if relevcant). No client data is held in the Druid cloud. Any data held on ERPA company servers or devices for the purposes of reporting, testing and development will be returned and removed from company servers & devices within 30 days.
• End-of-contract process: The contract will comprise annual licence costs, solution development costs for the automation and optional support costs, as agreed, for continued support post go live sign off. The end of contract data extraction & removal actions apply.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: It is recommended that development be done on a wide screen, but the service can be used on any type of screen or messaging application.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The Druid platform is accessed via a secure web interface for both test and live deployments, with appropriate user access permissions and role types.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Internal testing; the UI is adaptable to accommodate those with partial visual impairment. Being web based can also integrate with online tools for on screen narration.
• API: No
• Customisation available: Yes
• Description of customisation: Conversation flows are fully customisable, using a low code drag and drop development canvas, which can be accessed by internally trained developers or third party service providers. Out of the box solutions can also be installed and customised. The platform can also be adapted to reflect company branding.

Scaling

• Independence of resources: The platform has the ability to accommodate multiple simultaneous conversations, each conversation is independent and asynchronous, so resources are returned to the platform as soon as meesages are sent.

Analytics

• Service usage metrics: Yes
• Metrics types: There is a comprehensive analytics and reporting dashboard as standard on the Druid platform, which is also customisable.
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: 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 every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: Druid Azure Hosted Platform: Protection of customer data stored within Azure Services is of paramount importance to Microsoft. All Azure hosted services are committed to providing Encryption at Rest options. Azure services support either service-managed keys, customer-managed keys, or client-side encryption. Azure services are broadly enhancing Encryption at Rest availability and new options are planned for preview and general availability in the upcoming months.
• 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: All data is held client side.
• Data export formats:
  • CSV
  • Other
• Other data export formats: SQL code
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Druid Azure platform statement: guarantee at least 99.99% of the time customers will have connectivity between their Microsoft Azure Database for MySQL Server and our Internet gateway.
• Approach to resilience: Available on request
• Outage reporting: Email alerts

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)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Permission levels are managed and granted in agreement with clients.
• 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)
  • 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: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Druid ISO 27001
  • Microsoft Azure CSA

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: ERPA has policies that cover Infomation Security, Data Sharing, Internet Usage, GDPR, Network Access & Passwords, Information Security Incidents and AI Data Security. These are reviewed annually and circulated to all employees to confirm that they have read them. We have NDA's as an integral part of our employment contracts, and new employees are required to review all policies within one week of starting employment. We do not currently use third party contractors, but if we do in future they will be governed and contracted to our standards. The policies are controlled and updated by the Operations Director.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: • Life-cycle: New; Defined; Approved; Planned; Developed; Closed. ; • Classification: In terms of functional impact, a change request can: ; • Edit existing capabilities; ; • Add new capabilities. ; o In terms of origin, a change request can come from: ; • Internal (Chief Product Strategy, Sales & Pre-Sales, Delivery, Product Engineering, etc.); ; • External (Clients, Partners). ; o In terms of applicability, a change can be: ; • Particular (to a certain Client or certain platform version); ; • Mutualized (to other Clients, to all platform versions).
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability Management will help minimize the potential of unauthorized scanning and audits that could cause downtime to critical systems or the network at DRUID. By requiring the completion of the Vulnerability Assessment Authorization Form, we will ensure that those parties responsible to minimize risks potentially affecting the availability, integrity and confidentiality of the systems and information are aware and available to take action should something negative occur. The assessment process is meant to find vulnerabilities and give management the opportunity to minimize, accept or transfer the identified risk. ; Vulnerability Management components: ; • Vulnerability Assessment – identifying weaknesses on target entity
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Vulnerability assessments will be performed periodically on all DRUID computing resources when a systems security posture changes dramatically or important system/application is put into production. ; All Vulnerability Assessment tests will be performed by authorized staff following principles of due care and due diligence in order not to disrupt or negatively impact business service performance. ; All Vulnerability Assessment tests will be authorized and notified in advance, as well as penetration testing activity . ; Only in exceptional case the Vulnerability Assessment (and/or Penetrating Testing) can be done by the Third-Party Contractor.
• Incident management type: Supplier-defined controls
• Incident management approach: We have an incident response team (tech support team) to determine the seriousness of reported vulnerabilities and work with the product development teams to issue a response to our customers in a timely manner. The security risks that might arise from the risk assessment and pen testing performed are logged in our ticketing system and handled with to priority by the development team. The fixes are pushed to production as hotfixes at the end of the sprint/ sprints where they are handled.

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

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  Our automated services reduce the monotony and stress of high volume, low value add tasks, freeing up time for more productive work.

Pricing

• Price: £5,000.00 a licence a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

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