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

Pricing

£5,000.00 a licence a year

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 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 13

Service ID

9 0 4 2 5 0 2 0 7 8 1 4 2 8 1

Contact

ENTERPRISE RPA LIMITED Steve Bolton
Telephone: 07850964225
Email: 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
  • 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
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
No
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

Fighting climate change

Fighting climate change

We have a work from home policy which reduces travel time significantly. When we travel to client sites, we car share where more than one person is travelling. Our chosen server provider UKFast statement: Through the UKFast environmental programme, UKFast will strive to: Achieve 100% carbon neutrality for business operations. To reduce business operation CO2e by 2%, year on year. Achieve the award of a Carbon Trust Stamp for the UKFast EMS and carbon offset actions.
Covid-19 recovery

Covid-19 recovery

We have a work from home policy which reduces travel time significantly. When we travel to client sites, we car share where more than one person is travelling. Our chosen server provider UKFast statement: Through the UKFast environmental programme, UKFast will strive to: Achieve 100% carbon neutrality for business operations. To reduce business operation CO2e by 2%, year on year. Achieve the award of a Carbon Trust Stamp for the UKFast EMS and carbon offset actions.
Tackling economic inequality

Tackling economic inequality

We have recently hired 2 Hong Kong nationals who have moved to the UK due to the ongoing uncertainty in their home territory. We have an incentivised training scheme in place including time off for training in our 4 main technology platforms, with fnancial rewards for achieving both certification and practical hands on delivery of solutions for clients, which can increase base salaries by 25%.
Equal opportunity

Equal opportunity

We are an equal opportunities employer.
Wellbeing

Wellbeing

We offer 24 day's paid holiday per year to our employees and seek to balance work activities equitably and evenly. Twice daily standups at start of work and end of day give the opportunity to share experiences and reach out for support. We have a Development Teams chat group to enable our developers to quickly reach out and share problems, and / or reach out for assistance. Development timelines are discussed, agreed in advance and reviewed regularly, recalibrating them where appropriate.

Pricing

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

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