IBM watsonX Assistant

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Private cloud
Service constraints: While IBM watsonX Assistant is a powerful tool, it does have some service constraints to consider:

> Learning Curve: There's a learning curve involved in training the chatbot to understand user queries and respond appropriately.
> Data Dependency: Insufficient or irrelevant data can lead to chatbots that misunderstand user intent.
> Integration Complexity: Connecting it with complex back-end systems might require advanced programming skills.
> Cost: The cost of using watsonX Assistant can vary depending on your usage plan
> Vendor Lock-in: Migrating IBM watsonX Assistant to another platform might be challenging due to potential differences in functionalities and APIs
System requirements: No specific requirements for Public Cloud Deployment

Private cloud: a minimum of 32 GB RAM per node

Private cloud: 64 GB RAM per worker/compute node

Private cloud: requires a Red Hat OpenShift Container Platform

Details: https://www.ibm.com/docs/en/watsonx-code-assistant-4z/1.1

User support

Email or online ticketing support: Email or online ticketing
Support response times: The software is supported by the SaaS product vendor in addition to add on support from WM Promus. Our support services have embedded Service Level Agreements (SLAs) that stipulate the required response times. Our standard support offering is Mon-Fri, 9 to 5. On request, we provide weekend support. Response times vary depending on incident and request priority but all fall within 1 working day.
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: The software is supported by the SaaS product vendor in addition to add on support from WM Promus. We provide comprehensive support for cloud-based and on premise services. This includes helping you choose the right cloud platform, migrating your applications, and ongoing maintenance. We also offer expert guidance on security, scalability, and performance optimization. Our goal is to ensure your cloud environment runs smoothly so you can focus on your core business. We offer a service where we act as a conduit between clients and vendors or hosting providers in addition to being the first point of contact should an incident occur. We operate a world-class servicedesk and follow ITIL best practice to deliver the service support. Our support services have embedded Service Level Agreements (SLAs) that stipulate the required response times. Our standard support offering is Mon-Fri, 9 to 5. On request, we provide weekend support. Response times vary depending on incident and request priority but all fall within 1 working day. Pricing is dependent on the level of support required. All clients are assigned a technical account manager.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: There is a variety of resources to help users get started with IBM Watson Assistant:

Free Tier and Lite Plans:

> IBM provides a free tier for Watson Assistant that allows users to experiment with the platform and build basic chatbots. This can be a good way to get familiar with the functionalities before committing to a paid plan. There are also lite plans with limitations that cater to low-volume use cases.

Documentation and Tutorials:

> IBM offers comprehensive documentation covering various aspects of Watson Assistant, including:

Setting up the service and creating a workspace
Building and training chatbots
Integrating with different channels
Using the API for programmatic control
Troubleshooting and best practices

> In addition to written documentation, IBM also provides video tutorials and code samples to help users learn visually and through practical examples.

Overall, IBM provides a combination of free and paid resources to help users of all experience levels get started with Watson Assistant. Whether you're a developer building a complex chatbot or a non-technical user creating a simple one, there are resources available to guide you through the process.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Extracting data upon contract termination with IBM Watson Assistant depends on the specific plan you were on and your chosen data storage method. Here's a breakdown of the possibilities:

Free Tier and Lite Plans:

> Data Limitations: Free and Lite plans often have limitations on data storage and access. Extracting large datasets after contract termination might not be readily available or could incur additional charges.

> Data Deletion: These plans might automatically delete your data after a certain period of inactivity following contract termination. Be sure to check the specific terms of your plan for details on data retention policies.

Paid Plans:

> Data Export Options: Paid plans typically offer more control over your data. There might be functionalities within the Watson Assistant platform to export your chatbot's training data (questions, responses, entities, etc.) This data can potentially be downloaded in a format like JSON.

>API Access: For advanced users, the Watson Assistant API might allow programmatic extraction of your data using tools and scripts.
End-of-contract process: Service Termination:

> Your access to the Watson Assistant platform will be terminated. This means you won't be able to build, train, or manage your chatbots through the web interface or API.

> Your chatbot deployments on various channels (messaging apps, websites, etc.) might also stop functioning depending on the integration method.

Data Handling:

> Free Tier and Lite Plans: Data associated with your free tier or lite plan might be automatically deleted after a certain period of inactivity following contract termination. Refer to your plan's terms of service for specific data retention policies.

> Paid Plans: You might have options to export your chatbot's training data (questions, responses, entities) and potentially other configurations in a downloadable format. There could be limitations on the amount of data you can export depending on your plan.

Data Extraction:

> The process of extracting your data depends on your plan and technical expertise. Paid plans might offer data export functionalities within the platform or through the API.

> Extracting large datasets or data from external systems integrated with your chatbot might require additional effort or incur extra charges.

We will notify you about contract expiration and offer options to renew your plan.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari

Opera
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: There aren't necessarily inherent differences between the mobile and desktop experience when using chatbots built with IBM watsonX Assistant. The core functionalities and features remain the same.

Overall, while the core chatbot experience remains consistent, expect some adjustments in UI, interaction methods, and possibly even available features due to the inherent differences between mobile and desktop devices.
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: IBM watsonX Assistant offers several service interfaces depending on how you want to interact with it:

1. Web Browser Interface
2. APIs
3. Command Line Interface
4. Pre-built Integrations

In summary, IBM watsonX Assistant provides a web browser interface for development and management, APIs for programmatic control, and potentially a CLI for advanced users. There might also be pre-built integrations for specific platforms. The choice of interface depends on your technical expertise and the nature of your interaction with watsonX Assistant.
Accessibility standards: None or don’t know
Description of accessibility: IBM watsonX Assistant documentation strives to meet accessibility standards to ensure users with disabilities can access information effectively.

1. Standards: The documentation mentions following the latest W3C Standard, WAI-ARIA 1.0, for accessibility (https://www.w3.org/TR/wai-aria-1.0/). WAI-ARIA (Web Accessibility Initiative - Accessible Rich Internet Applications) helps developers build more accessible web content and applications.

2. Compliance: The documentation also states that it follows US Section 508 Standards and the Web Content Accessibility Guidelines (WCAG) 2.0 to achieve compliance (https://www.w3.org/TR/WCAG20/).
Accessibility testing: This is provided on request
API: Yes
What users can and can't do using the API: The IBM Watson Assistant API allows developers to programmatically interact with the platform to build and manage chatbots. Here's a breakdown of what users can and can't do:

What Users Can Do:

Set Up the Service:
> Create new workspaces (environments for building chatbots)
> Train chatbots with dialog data (questions, user prompts, and corresponding responses)
> Define intents (user goals) and entities (specific pieces of information)
> Configure dialog flows (how the chatbot interacts with users)
Integrate the chatbot with various channels (messaging apps, websites, etc.)
> Manage user authentication for secure chatbot access

Make Changes:
>Update existing workspaces and chatbot functionalities
> Add, remove, or modify training data (questions, responses)
> Modify intents and entities to improve chatbot understanding
> Update dialog flows to refine conversation paths
> Change chatbot integration settings for different channels
> Manage user roles and permissions

Limitations of the API:
> Using the Watson Assistant API effectively requires knowledge of programming languages and API functionalities.
> Some actions, like building complex dialog flows or integrating with intricate back-end systems, might require advanced programming skills.
> The API primarily focuses on the chatbot's logic and functionalities.
API documentation: Yes
API documentation formats: HTML

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: IBM Watson Assistant offers various customization options to tailor chatbots to specific needs and brand identities.

What can be customized:

> Dialog Flows: Define conversation paths and chatbot responses based on user input.
> Intents and Entities: Train the chatbot to recognize user goals (intents) and extract specific information (entities) from their queries.
> Actions: Integrate with external services to perform tasks (e.g., booking appointments, retrieving data).
> Response Style: Adjust the tone, formality, and voice of the chatbot's responses to match your brand or target audience.
> Conversational Quirks: Incorporate specific phrases or greetings to personalize the chatbot's interactions.
>Integration Platform: The platform where the chatbot is deployed

How Users can Customize:

> Web Browser Interface: The primary method for customization is through the Watson Assistant web browser console.
> API: For advanced users, the Watson Assistant API allows programmatic control over various aspects.

Who can Customize:

> Developers: Developers with programming knowledge can leverage the full range of customization options, including both the web interface and API.
> Non-technical Users: Non-technical users might be able to perform basic customizations through the web interface.

Scaling

Independence of resources: IBM utilizes various strategies to ensure that individual users aren't significantly impacted by the overall demand on the Watson Assistant service.

1. Shared Infrastructure
2. Resource Management
3. Code Optimization
4. Caching Mechanisms

Analytics

Service usage metrics: Yes
Metrics types: Available Metrics:

> User Interactions: Track the total number of conversations users have with your chatbot across different channels.
> Intent Recognition: Monitor how well your chatbot understands user queries by analysing the accuracy of intent identification.
> Entity Recognition: Measure how effectively your chatbot extracts specific pieces of information (entities) from user messages.
> Dialog Flow Completion Rates: Track the percentage of conversations that successfully navigate the chatbot's designed dialog flow and reach a resolution.
> User Satisfaction: Some plans might offer basic user satisfaction ratings collected through surveys or sentiment analysis of user interactions.
Reporting types: API access

Real-time dashboards

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: IBM

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations: No
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: Encryption of all physical media
Data sanitisation process: No
Equipment disposal approach: A third-party destruction service

Data importing and exporting

Data export approach: Export Methods:

1. Web Interface (Limited Availability):

Check the Watson Assistant platform for any built-in export functionalities. Paid plans might offer options to download your training data in a downloadable format like JSON. This might be the simplest method for non-technical users, but availability and data limitations could exist.

2. API (Advanced Users):
The Watson Assistant API allows programmatic control over various aspects, including data export.

3. Manual Download (Limited Use Cases):
In specific scenarios, you might be able to manually copy and paste training data directly from the web interface.
Data export formats: CSV

ODF
Data import formats: CSV

Data-in-transit protection

Data protection between buyer and supplier networks: Other
Other protection between networks: Data Encryption:

> In Transit: Secure Sockets Layer (SSL)/Transport Layer Security (TLS) encryption is likely used to scramble data during transmission between your network and IBM's servers. This makes it extremely difficult for unauthorized parties to intercept and decipher the data.
> At Rest: Data stored on IBM's servers is likely encrypted using industry-standard algorithms. This adds an extra layer of security in case of a server breach.

Network Security:

> Firewalls are likely implemented to filter incoming and outgoing traffic on IBM's network.
> Strict access controls are likely in place to restrict access to user data.
Data protection within supplier network: Other
Other protection within supplier network: Data Security Measures:

> Access Controls: IBM implements strict access controls to regulate who can access user data.
>Data Encryption: Data at rest within IBM's network is encrypted using industry-standard algorithms.
>Data Segregation: IBM employs data segregation techniques to logically separate user data from each other.
> Security Patches and Updates: IBM maintains a rigorous program of applying security patches and updates to their systems and software used within Watson Assistant.
>Threat Detection and Response: IBM has security measures in place to detect and respond to potential security threats

Availability and resilience

Guaranteed availability: Availability SLAs:

> Levels of Availability: Different pricing tiers for Watson Assistant likely come with varying levels of guaranteed uptime. Free and Lite plans might have lower uptime commitments, while paid plans typically offer higher availability percentages (e.g., 99.5%, 99.9%).

> Focus on Uptime, Not Performance: It's important to understand that SLAs typically focus on uptime, which means the platform is operational for a specific percentage of the time. This doesn't necessarily guarantee individual user performance during peak usage periods.

How Users are Refunded for Missed SLAs:

> Service Credits: If IBM fails to meet the guaranteed uptime for your chosen plan, you might be eligible for service credits. These credits can be applied to future usage of Watson Assistant or deducted from your bill.

> Specific Terms in Your Agreement: The exact details regarding service credits and their value are outlined in the specific SLA agreement for your plan. This document details the uptime guarantee, how outages are measured, and the calculation method for service credits.
Approach to resilience: Available on request.
Outage reporting: > A public dashboard
> Email alerts

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Identity federation with existing provider (for example Google Apps)

Limited access network (for example PSN)

Dedicated link (for example VPN)

Username or password
Access restrictions in management interfaces and support channels: These settings are for the customer discretion. We recommend connecting to customer’s SSO/SAML provider, enabling Multi-Factor authentication.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

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: At least 12 months
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: Yes
Cyber essentials plus: Yes
Other security certifications: No

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: No
Security governance approach: WM Promus have a named board-level person responsible for service security. WM Promus conducts annual reviews of its policies around the delivery of SAAS, and all services and undertakes a 3rd party annual cybersecurity assessment in accordance with the government national cybersecurity program, thus WM Promus maintains cybersecurity essentials certification. WM Promus regularly re-evaluates and updates its information and physical security program as the industry evolves, new technologies emerge or new threats are identified.
Information security policies and processes: WM Promus have in place security policies related to: Acceptable Encryption and Key Management Policy Acceptable Use Policy Clean Desk Policy Data Breach Response Policy Disaster Recovery Plan Policy Personnel Security Policy Data Backup Policy User Identification, Authentication, and Authorization Policy Incident Response Policy End User Encryption Key Protection Policy Risk Assessment Standards and Procedures Remote Access Policy Secure Systems Management Policy Monitoring and Logging Policy Change Management Policy In addition, WM Promus have a named board-level person responsible for service security.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: WM Promus conduct a structured approach (supported by version control tools) to releases. There is a rigorous testing process prior to all releases (supported by tools such as vulnerability scanners within version control tools) to ensure mitigation of security risks. WM Promus adopt industry best practice (ITIL) in addition to DevOps best practices relating to configuration and change management.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: WM Promus conduct a structured approach (supported by version control tools) to releases. There is a rigorous testing process prior to all releases (supported by tools such as vulnerability scanners within version control tools) to ensure mitigation of security risks.
Protective monitoring type: Undisclosed
Protective monitoring approach: WM Promus conduct a structured approach (supported by version control tools) to releases. There is a rigorous testing process prior to all releases (supported by tools such as vulnerability scanners within version control tools) to ensure mitigation of security risks. Scanning tools feedback ensures that WM Promus respond immediately upon vulnerability awareness.
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: WM Promus adhere to industry best practice (ITIL) for Incident Management. In terms of communication, WM Promus can be contacted by telephone and email. Escalations and communications including updates are accessible via email and phone.

Secure development

Approach to secure software development best practice: Supplier-defined process

Public sector networks

Connection to public sector networks: Yes
Connected networks: Public Services Network (PSN)

Police National Network (PNN)

NHS Network (N3)

Joint Academic Network (JANET)

Scottish Wide Area Network (SWAN)

Health and Social Care Network (HSCN)

Social Value

Fighting climate change
Covid-19 recovery
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

Data Center Optimization - WMPromus adopt a green approach in terms of virtualization and consolidation of servers; optimize resource utilization, reduce physical servers, & lower energy consumption. Annually, WM Promus reviews the IT estate and plans for increased optimization. For clients, WMPromus conduct reviews of client environments and provide recommendations for migrating to a ‘greener cleaner’ landscape. Cloud Computing and Green Hosting - As part of our Cloud & DevOps line of business, WM Promus provide consultancy services related to transitioning to cloud computing services. WM Promus discusses with clients the option to choose green hosting providers that prioritize renewable energy sources for their data centers. Paper-Free Commitment - WM Promus encourage a ‘paper-free’ approach. At all project ‘kickoffs’, discussions on ‘ways-of-working’ encourage printers and printer ink cartridges minimum usage and commit to using online collaboration tools. Travel if necessary- WM Promus promotes a ‘travel if necessary’ policy. The majority of our work is conducted remotely, and our engineers are encouraged to only travel if the client has requested them onsite or if the project work requires an onsite presence. Our training is in virtual classrooms and only in person on request. Our pricing is varied depending on whether an onsite engineer is required, or remote working is suitable; with remote working more favourable for clients financially. This encourages clients to also adopt a ‘travel if necessary’ policy. End-User Devices - WM Promus requests all engineers and employees to adopt power management procedures. WM Promus recycles laptops and other IT devices. There is a strong focus on maintaining equipment and fixing component parts when they break instead of buying entirely new products. WM Promus properly disposes of obsolete electronic equipment being aware of the potentially dangerous chemicals non-designated recycling centers or disposal companies release to the environment.

Covid-19 recovery

Critically, WM Promus provide pricing that offers substantial discounts to public sector organisations. In addition, we enable remote work; our services empower organizations to increase remote work capabilities. This promotes social distancing and reduces the risk of transmission while ensuring business continuity. Boosting Collaboration: Features like video conferencing, secure file sharing, and real-time communication tools within our services and project delivery approaches foster collaboration across dispersed teams.

Tackling economic inequality

Tackling economic inequality - WM Promus create opportunities for entrepreneurship and help new organisations to grow, tackling economic inequality, supporting economic growth and business creation. WM Promus provides free TED talks about technology advances and how they can help start-up businesses and SME’s to scale up and grow. We host these onsite (and virtually) at our serviced offices where there is a large community of SMEs. These TED talks are free to attend (either in person or virtually). For example, our TED talk “Curious about Artificial Intelligence - Will it help you or replace you?” provided answers to questions such as “What AI solutions can I use to help me in my current role?“ . The feedback on these sessions is that they significantly benefit SMEs who attend with valuable insights into AI tools (that are free) and can be leveraged for innovation and efficiency. WM Promus offer opportunities for work experience or similar activities. WM Promus provides quality secondary-school work-experience placements designed to provide students with practical, hands-on experience in the field of IT consultancy. The school with whom we engage has over two thirds of pupils from minority ethnic backgrounds, over half of the pupils eligible for pupil premium, and a pupil’s attainment at entry level significantly below the national average. Our placements aim to allow students to develop technical skills, gain exposure to professional work environments, and explore potential career paths within the IT sector.

Equal opportunity

Equal opportunity - WM Promus have a robust Equality, Diversity, and Inclusion (EDI) Policy. The applications we resell and deliver services against are accessible to users with disabilities by incorporating features like keyboard navigation and screen reader compatibility, user interface elements that cater to diverse visual needs and so on. In addition, they offer multilingual support aligned with our inclusion policy. Our diverse workforce informs training materials and support services offered alongside our solutions.

Wellbeing

Wellbeing- WM Promus promote Work-Life Balance and facilitate flexible work for employees. Our services and solutions also do this for clients through asynchronous communication tools (allowing for responses outside core working hours), mobile access for remote work and flexible schedules (thus helping client engineers achieve a better work-life balance by offering them more control over their workload and schedule). Our services and solutions also reduce work stress through automated and streamlined workflows. Automating repetitive tasks frees up users' time and reduce stress associated with manual, time-consuming processes. Our services and solution embed easy-to-use and intuitive interfaces minimizing frustration and cognitive load for users, contributing to a more positive work experience. The Data Privacy and Security features within our offerings demonstrate a commitment to user wellbeing by protecting sensitive information and reducing stress related to potential data breaches.

Pricing

Price: £108.72 to £4,658.94 a unit a month
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Time limited trials are available. Assistance with use of the service during the trial is available.

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

IBM watsonX Assistant

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents