Agile Business Process UK, LIMITED

Virtual Assistant / Chatbot - Boost.AI

Our certified Consultants deliver best in class Automation Solutions using AI (Artificial Intelligence), Low-Code BPM (Business Process Management) , Process/Task Mining, OCR (Optical Character Recognition), ODM (Operational Decision Management) and Virtual Assistants/Chatbots. We are partnered with market leading companies such as ABBYY, AutomationHero, Bizagi, Camunda, Celonis, IBM, Soroco and UiPath.

Features

  • Enables customer self-service and support through virtual agent (intelligent chatbots)
  • Multilingual; Available in 30+ languages
  • No-code conversation builder for easily building advanced conversational flows
  • Virtual Agent Network connects chatbots; accessed through single chat interface
  • seamless handover from chatbot to human agent in same conversation
  • proprietary Automatic Semantic Understanding technology reduces false positive by 90%+
  • integrates with leading customer-facing platforms to create an omni-channel experience
  • supports voice by automating calls through conversational IVR (STT/TTS)
  • Provides actionable analytics of conversation quality, feedback and other metrics
  • Flexible hosting, cloud or on-premise; ISO27001 certified & ISO27701 compliant

Benefits

  • Gives instant access to information and services 24x7x365
  • Easy to Use + Unlimited Scalability = High ROI
  • Self-learning AI trained by customer's own non-technical/support staff
  • Correct and consistent responses every time; resolution rates above 90%
  • Quick deployment through pre-built modules for most user cases
  • Maximizes Customer Satisfaction while reducing expenditure
  • Chatbots can streamline internal processes - HR, IT and more
  • Handles peak workloads without impacting speed, performance, prediction accuracy
  • Voicebots powered by Conversational IVR available for phone support
  • Integrated towards more than 30+ different softwares

Pricing

£0.85 a unit

Service documents

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

Framework

G-Cloud 13

Service ID

8 7 5 0 6 6 2 4 0 7 0 1 2 7 3

Contact

Agile Business Process UK, LIMITED Mark O'Connor
Telephone: +447464152100
Email: mark.oconnor@abpconsultancy.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
We deliver SaaS hence no specific
constraints identified.
System requirements
When using our SaaS solution, there are no system requirements

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Our standard support response times range from 1 to 8 hours depending on the incident categorisation and prioritisation as defined in a tailored service level agreement (SLA) per service. The tailored SLA also defines the agreed hours of support service available which can range from 24x7 to weekdays between 09:00 to 17:00 GMT.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
No
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
We have 3 support levels 1. 40 hours of support - £3,600 per quarter 2. 80 hours of support - £7,200 per quarter 3. Managed service - 1 FTE per quarter - £12,000 per quarter. We can provide both a technical account manager and a cloud support engineer
Support available to third parties
Yes

Onboarding and offboarding

Getting started
All projects are delivered by a Boost.ai AI Supervisor. All client resources
who will be involved in the project are required to undertake mandatory
AI Trainer Certification, provided by Boost.ai free of charge. The platform
is designed to be operable without technical expertise, so no "technical"
training is required beyond the Boost.ai online course material, which is
designed for users of all levels. The AI Trainer Certification trains Client's
customer personnel to a level where they can independently maintain
and enhance the solution after its implementation. This e-learning course
includes explainer videos, practical assignments and quizzes to give the
client sufficient knowledge to build in-house competency on the platform
and to be self sufficient. In addition, the Knowledge Base, available
directly in the admin panel interface, have 400+ articles of how to's and
best practices. The trainee will have an understanding of the elements in
the solution, how to build intents, logic of the intent hierarchy, action,
action overview, create action flows, context, tags, training and testing,
cleaning training data, import/export, rules and best practice. In addition,
the certification will also explain how the machine pre-process inquiries,
stemming of words, synonyms and stop words.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
We offer data extraction utilities of the solution built on the boost.ai
platform (intents, training data , content). This is done by the Operations
team and is not to be considered a self-service solution. For the
conversational data , this can be exported in CSV format by those with
Admin access. We also offer an Export API that enables you to fetch the
information from your VA by returning a raw data dump with no further
processing or analyzing done. The data is returned in JSON format.
End-of-contract process
Boost.ai's Client Responsible initiates the client offboarding by
performing the following tasks: Initiates data retention/deletion and
access removal: If Client wants to keep the model (intents, actions,
training/test data, users, synonyms, etc), they have two options. They
can request an export or they can ask Boost.ai to keep the data stored in
Amazon Web Service (AWS). If they want to export it themselves,
agreement on a due date must be in place so that the server can be
decommissioned afterwards. If they want Boost.ai to keep it, the Client
Responsible must remove the users first, as this contains sensitive data
(mail, name, etc). Please note that the latter may incur some charges.
Boost.ai does not retain chat logs, so if the Client wants to keep these,
they need to export it themselves through the admin panel. If the Client
wants to keep the chat logs, a due date for completing the export must
be agreed with Boost.ai Client Responsible.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Mobile SDK available for apps. On mobile devices, the chat panel works in the
same way as on desktop.
Service interface
Yes
User support accessibility
WCAG 2.1 AAA
Description of service interface
Chat panel for users to chat Admin panel for those managing the solution
Optional- panel for handover to human chat
Accessibility standards
WCAG 2.1 AAA
Accessibility testing
Yes - for details, see https://www.boost.ai/company/chat-panel-accessibility
API
Yes
What users can and can't do using the API
The boost.ai Chat API is the client's toolbox for building virtual agent is front
ends. It can be used to build client's own chat front-end or the client can
utilise our pre-built front-end, which works seamlessly out of the box. We also
have APIs for exporting data and getting statistical data. Changes to the
solution is mainly done via the admin panel.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
For example, various details of the boost.ai built chat panel can be
customized, such as colors, texts, avatar etc. Additionally, customers can also
build their own chat panel if needed. Further customization of the solution can
be done by changes in the admin panel.

Scaling

Independence of resources
Specific users/customers have their own database and
own segregated services so will not be affected by other
users activity.

Analytics

Service usage metrics
Yes
Metrics types
Service usage metrics can be viewed in the Analytics dashboard
within the admin panel. A wide range of different metrics is available
based on the data in the solution.
Reporting types
  • API access
  • Real-time dashboards

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Boost.AI

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
Less than once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
All the chatlogs are available in the admin panel. These can be downloaded
directly from the admin panel in the form of CSV files, or alternatively exported
through our Export API. The chat log from the Export API comes in a JSON
format. The procedures for chat log export can be given upon request. Intents
(including training/test data, actions, etc) can be imported and exported in the
admin panel. In addition, it’s also possible to import/export synonyms in the
admin panel. Both will be in JSON format.
Data export formats
  • CSV
  • Other
Other data export formats
JSON
Data import formats
Other
Other data import formats
JSON for intent files and synonyms

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Our cryptographic controls policy mandates that all data in
transit and data at rest must be encrypted. All traffic going over
the internet to our services uses TLS certificates to establish
secure connections.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
Our cryptographic controls policy mandates that all data in
transit and data at rest must be encrypted. All traffic going over
the internet to our services uses TLS certificates to establish
secure connections.

Availability and resilience

Guaranteed availability
Boost.ai has its own SLA document which explains the terms and
conditions for availability. We can offer 99.8% uptime, refunds on SLA
violations and 24/7 critical support.
Approach to resilience
The solution is deployed across multiple Availability Zones within a region
to ensure high availability and robustness. Additionally, boost.ai has a
Business Continuity Plan and Disaster Recovery Plan that has been
designed to prepare us to cope with the effects of a major or extreme
incident that affects our business operations. The Business Continuity
Plan can trigger the Disaster Recovery Plan.
Outage reporting
We can set up a monthly SLA report which can be sent on e-mail.

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
Access to adminpanel is on need-to-know basis. Clients and authorized
boost.ai employees log in to the adminpanel using their individual user ID and
password. This is using Transport Layer Security (TLS) encrypted connection
(HTTPS). Adminpanels are IP-allowlisted, so user needs to be on allowlisted
IP address or VPN. 2FA and SSO is available. Clients can only access their
own adminpanels. Only relevant users of boost.ai can securely access chat
and admin panels. Root access is strictly restricted on a need-to-know basis.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • 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 contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
DNV
ISO/IEC 27001 accreditation date
28/04/2021
What the ISO/IEC 27001 doesn’t cover
Ref. A.14.2.7 - Outsourced development. Not
applicable as Boost.ai does not have any
outsourced system development.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
No
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
Approved audit for ISO/IEC 27701. Certificate expected July 2022

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Audit has also been approved towards certification for
ISO/IEC 27701. Expect to achieve certification evidence by
July 2022.
Information security policies and processes
Boost.ai has several security policies and processes aligned
with ISO 27001 controls. Processes and policy rules are in
place to require a minimum of yearly review. The reviews are
logged. All employees and other relevant parties such as
consultants are required to confirm to having read and
understood policy rules. Evidence of acceptance to policy
rules are monitored and verified. In addition, Boost.ai has a
security awareness program in place aligned with internal
policy rules that is mandatory for all employees and other
relevant parties. All security policies and processes are easily
available to all employees through company intranet.
Examples of security policies implemented: -Information
Security policy -Acceptable Use policy -Access Control policy
-Clear Desk Clear screen policy -Cryptographic controls
policy -Mobile device, teleworking and BYOD policy -Secure
development policy -Physical security policy -Password policy
-Information classification policy Examples of security
process areas: -Secure development lifecycle -Asset
Management -Incident Management -Risk Management -
Access Control -HR Security -Document Control -IT
Operations -Legal & Contract Management

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Changes to the solution are controlled in accordance with our secure
development lifecycle processes together with the secure development
policy. Changes are logged together with security requirements. If any
security and/or privacy risks are identified, this is controlled through the
risk assessment conducted for each new release. Changes to company
policies and/or processes are controlled through annual reviews or
updated based on risk mitigation in accordance with the risk
management process. Organisational changes are controlled through the
organisational change management process.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Boost.ai conducts regular security testing both internally and by external
parties. Penetration tests of the system are carried out by external
parties on a minimum once a year. The penetration tests is based on
OWASP Top 10. Tests are run on nightly builds. Vulnerability and security
lists are actively monitored for CVE and other vulnerability disclosures.
Vulnerability scanning implemented to identify security issues. Internal
patch management processes are in place.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Boost.ai mainly uses AWS CloudWatch to monitor the solution, which
allows us to observe detailed metrics.These metrics are used to trigger
alarms when a pre-defined security or operational incident occurs. In
addition to manual set up of logs, filters and alarms, AWS GuardDuty is
also activated to analyse VPC flow logs and cloud trail event logs and
DNS logs. Also, there is an audit log directly available in the admin panel
of the Boost.ai solution. Incidents are responded to in accordance with
internal incident management processes and response time is defined in
the Customer SLA.
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
Incident Management processes are available and reviewed at least on a
yearly basis. The processes includes the matrix used to classify incidents
as either weakness, event or incident (minor, moderate, major, extreme).
The incident management processes are again linked to the risk
management processes and the Business Continuity Plan and Disaster
Recovery Plans. When the client identifies any weakness, event or
incident, they shall notify their dedicated AI-Supervisor or other means as
agreed in SLA in case of critical incident. In case of data breach, this will
be handled in accordance with guidelines from Norwegian data authority
"Datatilsynet".

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
Yes
Connected networks
Other
Other public sector networks
We can set up new connections upon request

Social Value

Fighting climate change

Fighting climate change

At Boost.ai, we are very conscious of our responsibilities to fight climate
change and are constantly endeavouring to reduce our carbon footprint. Some
examples showcasing our unwavering commitment to this are as below:
*Boost.ai participates in the "Hjem-Jobb-Hjem" transportation scheme run by
the local government and aimed at the corporate market in the district of Nord
Jæren. The goal of this scheme is to reduce car traffic in urban areas by
providing facilities for employees to walk, cycle or use public transport to and
from work. Access to City Bikes is also included as part of the agreement for all
employees regardless of whether they purchase the Hjem-Jobb-Hjem ticket.
*At the head office, we segregate waste and have implemented a scheme for
recycling paper, plastic bottles and soda cans; the deposit thereby collected is
donated to the Red Cross. * As a digitally forward company, our administrative
systems are available online to encourage employees to perform tasks
digitally, thereby reducing paper waste. This includes contracts, payslips,
service tickets, leave applications etc. *Our cloud host Amazon Web Services
(AWS) takes numerous steps to run as environmentally friendly a business as
possible, and facilitates for their customers to do the same, e.g. by using wind
and solar parks for renewable energy to operate the server infrastructure, and
measures to reduce water consumption in their data centres.
Covid-19 recovery

Covid-19 recovery

The COVID-19 pandemic created numerous challenges for many businesses
including Boost.ai. However, we very quickly adapted to these challenges and
introduced the following measures: *Home office and allowing employees to
take office equipment *Switching from on-premises recruitment and
onboarding to remote/online *Managers taking an even more proactive
approach when managing their teams remotely e.g., by checking in regularly
with employees to ensure their wellbeing during the difficult times of remote
working *Creating a virtual coffee machine where everyone is able to grab a
virtual cup of coffee whenever they feel the need We are always looking for
ways to further support our employees and will work continuously to achieve
this goal.
Equal opportunity

Equal opportunity

Boost.ai has a strong and clear commitment to equality, diversity and
inclusion. Our policy is that all eligible persons shall have equal opportunity for
employment and advancement in the company on the basis of their ability,
qualifications and aptitude for the work. Promoting and supporting Equal
Opportunity has always played a very important role in boost.ai and has been a
part of our strategy from day one. We believe that in a diverse workforce it’s
vital to foster an inclusive environment where everyone feels able to
participate and achieve their potential. We would not be where we are today if
we had not taken this approach. As a company, we believe that an effective
Equal Opportunity strategy goes beyond legal compliance and seeks to add
value to an organisation, contributing to employee wellbeing and engagement.
Our commitment to Equal Opportunity is apparent from the following: *We
cooperate with the local unemployment agencies in Norway, to help people
enter into the workforce and to build the necessary competencies: *We make
opportunities for training, development and progress available to all staff for
personal development in order to help them to maximise the efficiency of the
organisation *When a new position is created, we first look at our current
employees’ competencies in order to offer them the possibility for selfdevelopment *We have an age diversity among our employees - the youngest is
just over 20 and the oldest employee is over 60 *We have a comparatively high
number of women employed for the tech sector - approx. 30%of our workforce
*We support work-life balance by allowing flexible hours *Our employees
come from all over the world - 5 continents and 19 different countries. *We
always take seriously all complaints about unlawful discrimination, bullying
and harassment and have relevant policies and process in place
Wellbeing

Wellbeing

To foster a psychologically safe and collaborative work environment and in
accordance with Norwegian Labour regulations, Boost.ai has established a
Working Environment Committee - with the primary task of working towards a
fully sound working environment, and closely monitoring its development. To
reinforce wellbeing and social interaction in the workplace, Boost.ai arranges
two social events per year and encourages all employees to participate in
these. Also,as physical activity contributes to good physical and mental
wellbeing, Boost.ai as an employer facilitates physical activity among the
employees by offering good deals on various exercise arrangements, such as a
free gym membership, access to in-house physiotherapist / chiropractor etc.

Pricing

Price
£0.85 a unit
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
We offer a custom-built virtual agent in just 10 days at no cost. This
includes *1 custom-built virtual agent, trained to understand
thousands of intents unique to your organization for 30 days *The
opportunity to rigorously test and evaluate this VA before buying
See https://www.boost.ai/plans for details
Link to free trial
https://www.boost.ai/plans

Service documents

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