Illuminet Solutions

Tenjin Virtual Support Agent - Implementation Service

Integral to Intelligent Automation, Tenjin's AI Conversational Assistant can seamlessly integrate with the Robotic Process Automation (RPA) pillar. This enables a natural language-driven approach to managing RPA processes and linking to user requests. RPA development can be undertaken as part of Tenjin implementations or separately through our other G-Cloud services.

Features

• Augment your team with qualified and AI practitioners
• Discovery of "the current state" and the desired outcomes
• Audit of existing knowledge sources and data points
• Configure conversational flows within Tenjin to reflect your use case
• Plan, scope and execute integration of Tenjin with chosen systems
• Conduct User Acceptance Testing and handover configured Tenjin solution
• Money back guarantee if you aren't satisfied, we'll not charge

Benefits

• Accelerate time to value of Tenjin VSA with proven partner
• Reduce the risks of adopting new technologies with proven methodologies
• Streamline existing processes and adopt best practices with expertise
• Plan/scope further use cases of Tenjin accelerating ROI
• For every Tenjin Implementation package we will plant 4 trees

£500 to £1,500 a unit a day

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 bizops@illuminetsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

867706588947075

Contact

Stephen Farmer
01202 770162
bizops@illuminetsolutions.com

Planning

• Planning service: Yes
• How the planning service works: We will work with the client to do a pre-assessment of their current capability (if any) and from this we will develop a plan to deliver the solution using any pre-existing client capability where appropriate.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: During the Tenjin implementation (discovery/build/go-live) the approach taken is one of active training and knowledge transfer, enabling customers to be self-sufficient in the administration of Tenjin on a day-to-day basis after go-live.; ; Online training is available at https://tenjinhelp.biomni.com/.; ; Additionally, Classroom courses are available on request for the following:; Tenjin Basics (1 Day) - General admin of Tenijn.; This includes the following topics, Overview of Tenjin, Flow Building, NLP and Case Studies (Knowledge & ITSM).; ; Tenjin Advanced (1-2 days) - Solution build and process mapping.; A hands-on lab which covers how to build out a Tenjin solution.; ; Depending on the customer's requirements, training can be adapted to suit their needs on an ad-hoc basis.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Implementation services cover everything you need to implement Tenjin from Discovery through Build to Go-Live with an optional Hypercare service available post Go-Live.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Testing will be a constant theme throughout the engagement and will be performed to the client's testing standards.; ; This will include:; ; Writing the Process Detailed Definition which includes consideration for testing and QA; During automation build we constantly test within the sprints.; Upon build completion we do functional and non-functional testing.

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
• How the support service works: Tenjin is available as either a public cloud or private cloud option delivered as Microsoft Azure Managed App. ; ; Technical support is included within the SaaS licencing fees. Hypercare support options are available upon request and at additional cost. Customers will be assigned a technical account manager to help maximise Tenjin's impact on their chosen use case(s).

Service scope

• Service constraints: Illuminet developers work remotely and will need access to your environments.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Tenjin’s core hours for the purpose of providing Tenjin Support is Monday to Friday from 09:00 until 17:30 UK time (excluding UK bank holidays), each a business day. Where a support request is submitted to we will prioritise requests by discussing the business impact with the customer and using the following guidelines to prioritise its resources. The allocation of an issue to a particular priority class shall be at our sole discretion. P1: initial response within 2 hours P2: initial response within 4 hours P3: initial response within 1 business day
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Technical support is included within the SaaS licencing fees. Hypercare support options are available upon request and at additional cost. Customers will be assigned a technical account manager to help maximise Tenjin's impact on their chosen use case(s).

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: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  Our efforts to be greener began in 2019 with the announcement of our flagship initiative, Treevolution. In 2022, we took the next step and initiated work to be Net Zero by 2035. Now, embedded in our work culture is a drive to do more for the environment, with a dedicated Eco-Ambassador team. We challenge ourselves to improve our operations and use sustainability as a catalyst for innovative thinking that results in a great, and green, service to our clients. This is our Green Guarantee.; ; One key part of our mission is to have a positive impact on the environment. Treevolution, was the first of many environmental initiatives to have been implemented. We pride ourselves on having a strong relationship with both The Yorkshire Dales Millennium Trust and The National Forest Foundation, in which we plant 1 tree per consultant per week, 5 trees per permanent position filled and 10 trees per product delivery.; ; We have planted nearly 17,000 trees in the UK and are well on our way to 18,000 trees globally.

  Equal opportunity

  Illuminet’s values and behaviours are at the heart of everything we do, ensuring our approach and delivery is in harmony with the testimony ‘All human beings are born free and equal in dignity and rights’. We are immensely proud that all our business practices are conducted in an honest, transparent, inclusive and ethical manner. This includes, but is not limited to, our commitment to recruiting, developing and retaining the most talented people regardless of background.

Pricing

• Price: £500 to £1,500 a unit a day
• Discount for educational organisations: 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 bizops@illuminetsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.