LAIYE UK LIMITED

Laiye Intelligent Automation Platform - ChatBot

Laiye's Chatbot is one component of Laiye's Intelligent Automation Platform. Our Chatbot solution exists standalone or can be combined with Laiye's Robotic Process Automation(RPA), Intelligent Document Processing(IDP) and Process Mining to deliver true end-to-end process automation.

Laiye Chatbots can be built using a no-code interface on a variety of channels.

Features

• AI powered chatbot
• Customer service automation
• Integration with Laiye RPA
• Fully customisable
• Website or mobile application
• Multi-language support

Benefits

• Use AI powered chatbot to improve customer service
• Automate high recurring low value requests
• Provide 24/7 channel support for end users
• True end-to-end process automation when combined with Laiye RPA
• Multi-language capability supports inclusivity

£6,000.00 to £58,500.00 a licence a year

• Education pricing available
• Free trial 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 mars.bai@laiye.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

869451345342493

Contact

Mars Bai
0792600352
mars.bai@laiye.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: Can be paired with Laiye's RPA and IDP products
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Internet access required
  • Requires Chrome or Firefox browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 4 hours average during the week. For weekend inquiries, the next business day unless in extreme emergencies.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Support is offered in packages of hours per project. For minimal support, the package starts at 24 hours per year, the next level is 52, and the highest is 104. Cost is 100€/hour, so packages are 2400€, 5200€, and 10,400€. A customer support manager is included with every project.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide training for both business and technical users. We also provide training videos and other resources. During an implementation, an end user works very closely with the Professional Services team to make sure that all project needs are being met and deal with any questions. A customer also has a dedicated Customer Success Manager for the life of the project.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Users can contact their Customer Success Manager to initiate the data extraction process.
• End-of-contract process: At the end of a contract, access to the platform is revoked. Customer data will be provided to the customer.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile chatbot is accessed via Webview, so there should be no major differences between mobile and desktop widget.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Laiye chatbot offers a messaging API that allows users to send and receive messages sent from the chatbot.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: No

Scaling

• Independence of resources: Our chatbot is hosted on AWS and built to scale. We test for capacity routinely and can handle thousands of messages a second.

Analytics

• Service usage metrics: Yes
• Metrics types: The main metric in a chatbot project is number of conversations the bot handles. We also track various other metrics like total number of messages, most requested inquiry, users, etc. Custom analytics are available as well.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can download their data as CSV files.
• 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: The service will be available for 99% of each month.; ; The downtimes are defined as follows: total unavailability of the service, that is to say that the Chatbot does not return any answer or that the response time found exceeds 3 minutes.; ; Refunds to users are discussed on a case by case basis.
• Approach to resilience: Data available on request.
• Outage reporting: Mindsay will inform the Customer by any useful written means and in particular by email or by Slack of the results of this diagnosis within 24 (twenty-four) hours (hereinafter: the "Date of the Diagnosis").; ; If it turns out that the Anomaly originates from the Solution, Mindsay will commit the necessary means to correct it within the following deadlines:; ; (A1) In the event of a Blocking Anomaly, within twenty-four (24) hours following the Diagnosis Date;; (A2) In the event of a Semi-Blocking Anomaly, within three ( 3 ) working days following the Date of the Diagnosis;; (A3) In the event of a Minor Anomaly, within seven ( 7 ) working days following the Diagnosis Date.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Only those invited to the platform can access the dashboard and interface. For support channels, only current customers are prioritized in the support queue.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Huaxin Chuang (Beijing) Certification Center Co., Ltd.
• ISO/IEC 27001 accreditation date: 06/08/2020
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: All processes are designed with ISO27001 in mind, but no official certification yet.
• Information security policies and processes: The Laiye chatbot has an in-depth Info Sec Policy available upon request. Reporting is comprised of daily status updates of servers, backups, and any potential anomalies. Employees sign agreements to ensure policies are enforced.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Developers are trained on OWASP top security risks and new code is reviewed by at least one experienced engineer, in addition to self-review by the writing engineer.; ; We also scan third-party libraries against known vulnerabilities, using Github dependant.; ; Libraries are then upgraded or mitigated when vulnerabilities are found.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: For application vulnerabilities:; - Github’s vulnerability database service creates security alerts on each code repository containing a vulnerable dependency; and; - A scan of all container images deployed on Laiye’s Kubernetes clusters is performed weekly using Trivy. An email report is sent to Laiye’s technical team.; ; For global, high-level vulnerability and threat intelligence:; - The Laiye technical team subscribes to security bulletins. ; ; Security fix deployment timelines; For critical security issues an emergency fix will be deployed within two business days.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Compromises are identified through real time security scan alarms.; ; If a potential compromise is found, Laiye notifies customers through named email addresses.; ; For critical security issues an emergency fix will aim to be deployed within two business days.
• 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: Laiye has defined processes for common events.; ; Incidents can be reported to an appointed account manager.; ; Incident reports can be distributed to named contacts via email where necessary.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Covid-19 recovery:

  Covid-19 recovery

  Laiye actively promoted the use of its automation technology to assist organisations during the pandemic and the following recovery once lockdown restrictions were lifted around the world. During the pandemic Laiye also asked contestants to consider Covid 19 use cases in one of its automation challenges:; ; https://laiye.com/en/blog/laiye-automation-challenge-july-2021.html

Pricing

• Price: £6,000.00 to £58,500.00 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Available on request

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 mars.bai@laiye.com. Tell them what format you need. It will help if you say what assistive technology you use.