EBI.AI

EBI AI Supervision, Support and Maintenance

We provide: requirements gathering, integrations, fine tuning, training, migrating, content creation, monitoring, AI supervision, support, testing, deployment, solution design, configuration for your AI solutions. Our Local Council customers have achieved 533% ROI, 20%+ YoY decrease in call volumes, 67% increase in CSAT and saved over £50,000 <6 months.

Features

• Requirements gathering
• Integrations
• AI fine tuning
• AI training
• Migrating
• Content creation
• Monitoring & AI supervision
• Testing & deployment
• Solution design
• Configuration for your AI solutions.

Benefits

• Handle thousands of customer enquiries at once with ease
• 22% YoY telephony reduction saving you money
• Reduce your call costs from £6 per call to £0.05p
• Speak to your customers in 130+ languages & dialects
• Improve your CSAT score by 67%
• Your AI assistant will handle up to 90% of enquiries
• Existing integrations such as missed bins & council tax
• 533% proven ROI in <6 months
• Take the pressure of your existing teams
• £50,000+ savings in <6 months

£0 to £1,500 a unit a day

• Education pricing available

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 abbie@ebi.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

858498345612359

Contact

Abbie Heslop
07379981499
abbie@ebi.ai

Planning

• Planning service: Yes
• How the planning service works: EBI.AI provide and manage cloud services that will create a bespoke AI solution for your organisation. This includes provisioning and management of AI models, integration, storage and network infrastructure. The Cloud Support continues to support your AI.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Training is provided if required. Usually we operate as a managed service so no training is required. There is no technical expertise required for implementation.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We combine AI models, services, traditional database and cloud services, 3rd part SaaS integrations, plus telephony and chat to provide comprehensive, secure and trustworthy AI solutions. We will migrate organisations as per required as part of this service.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We operate as a managed service ensuring that the software / cloud services implemented continually operate optimally throughout the duration of the contract.

Service scope

• Service constraints: No

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have a 24/7 AI assistant that can answer & log enquiries 24/7. Response times are as follows: Severity 1 : 4 hours (outage/ service unavailable) Severity 2 : 6 hours (service operational, significant business impact) Severity 3 : Best endeavours (service operational, minor business impact) Further out of hours support can be agreed at a chargeable rate.
• 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: Our messenger widget has had AA testing completed.
• Support levels: Support is provided Monday to Friday between the hours of 8am and 6pm. SLA times are business hours. Platform availability: 99% uptime of the platform in a calendar month. Service credit for non-performance is 10% credit of usage fees in the month following non-performance. Issues can be escalated to the account manager.

Resellers

• Supplier type: Not a reseller

Staff security

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

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery

  Fighting climate change

  Fighting climate change We are very aware of our responsibility to have a positive affect on climate change. There are a few steps worth mentioning in our efforts: 1) All of our employees work remotely which we believe has significantly reduced our carbon footprint. Our office is in a busy part of the city which often results in being stuck in standstill traffic. We work just as effectively remotely and decided there was no need to go back to the office fulltime. 2) When we do meet up as an organisation we make a conscious effort to travel in the most environmentally way possible; for example car pooling and taking the train instead of flying. 3) Our data centres are managed and operated by third parties such as AWS. We continually ensure they are making a conscious effort to be as sustainable as possible. We are also willing to pay more for services if there is a 'green' package available.

  Covid-19 recovery

  When Covid-19 hit the UK suddenly in 2020 there was an abundance of change for all organisations in the UK and around the world. Here are a couple of examples we continued to ensure we could help our wider environment:; ; 1) We continued to hire as planned. We hire many local graduates and take on apprenticeships. In the year Covid-19 hit we continued to employee 4 graduates. In a time when many were cancelling their graduate programmes we ensured ours was able to continue to run.; ; 2) We built a Covid-19 package of use cases for our customers. Almost overnight we ensured all of our AI assistants were trained on the most up-to-date Covid enquires. This could be changes to insurance contracts, store opening times or Covid-19 testing centres. We never charged for this service and felt like it was an important service to provide to our customers in this time.; ; 3) We provided extra monitoring and reviewing of conversations. Our conversation review teams monitored the extra usage of the AI assistants whilst customer service teams grappled with their new working from home environments. The AI assistants provided extra customer service and care whilst taking the pressure off customer service teams.

Pricing

• Price: £0 to £1,500 a unit a day
• Discount for educational organisations: Yes

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 abbie@ebi.ai. Tell them what format you need. It will help if you say what assistive technology you use.