EBI.AI

EBI AI Studio conversational AI assistant platform

EBI.AI is a UK AI company with 10+ years experience. We use conversational AI to combine telephony, AI assistants and live chat for customer support solutions. Our Local Council customers have achieved 533% ROI, 20%+ YoY decrease in call volumes, 67% increase in CSAT and saved over £50,000 <6 months.

Features

• AI telephony
• AI assistants & AI chatbots
• Free live chat
• 130+ languages
• Integrations with 3rd party apps
• Safe large language model (LLM) integration
• UK & EU only data centres
• 10+ years experience building & managing AI assistants
• Experienced Local Council provider
• Reporting included as standard

Benefits

• Handle thousands of customer enquiries at once with ease
• 22% YoY telephony reduction saving you money
• Reduce your call costs from £6 per call to £0.05p
• Speak to your customers in 130+ languages & dialects
• Improve your CSAT score by 67%
• Your AI assistant will handle up to 90% of enquiries
• Existing integrations such as missed bins & council tax
• 533% proven ROI in <6 months
• Take the pressure of your existing teams
• £50,000+ savings in <6 months

£0 to £1,419 a unit a month

• 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 abbie@ebi.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

952976594843961

Contact

Abbie Heslop
07379981499
abbie@ebi.ai

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Internet access
  • Access to a supported modern browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have a 24/7 AI assistant that can answer & log enquiries 24/7. ; ; Response times are as follows:; Severity 1 : 4 hours (outage/ service unavailable); Severity 2 : 6 hours (service operational, significant business impact); Severity 3 : Best endeavours (service operational, minor business impact); ; Further out of hours support can be agreed at a chargeable rate.
• 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: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Our AI assistant messenger interface has been built & tested to meet WCAG 2.1 AA standards.
• Onsite support: Yes, at extra cost
• Support levels: Support is provided Monday to Friday between the hours of 8am and 6pm. SLA times are business hours.; ; Platform availability: 99% uptime of the platform in a calendar month. Service credit for non-performance is 10% credit of usage fees in the month following non-performance.; ; Issues can be escalated to the account manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our Implementation Team do virtually all of the onboarding. ; ; It is extremely easy to put your AI live and can be done in minutes with 2 lines of code on your website.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Extracts of data will be available upon end of contract. 90 days of extracts will be maintained in AWS S3 secure cloud storage for the client to download and backup as they wish.
• End-of-contract process: Once notice to terminate a contract has been received, EBI.AI will assist in the migration of data to the client at contract end. There is no additional cost for this service.

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: There are no differences for end users.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The telephony, AI assistant & live chat all have a service interface. ; ; AI Studio is our conversational AI platform to manage your AI assistant and live chat. It has been designed with ease of experience at it's core so anyone in your team can use it - it is not built for engineers and there is no coding required.
• Accessibility standards: None or don’t know
• Description of accessibility: AI Studio is supplementary and isn't a necessity for users using AI Studio. End users do not have access to AI Studio. Local Council employees can access AI Studio if they wish.
• Accessibility testing: Our Messenger interface which is used by end users has been tested to AA standards.
• API: Yes
• What users can and can't do using the API: We manage any integrations required however we do have APIs available with documentation if required. We would manage the integration process as part of our service.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: There are many areas of our service which can be customised:; ; Telephony: Every response is customised dependant on your departments & processes ; AI assistants: Every response is customised dependant on your departments & processes ; Branding of your AI assistant and live chat: Your AI assistant will look and feel like you ; The nature of AI means it improves all the time in line with your brand

Scaling

• Independence of resources: The nature of AI assistants & our platform means that there is capability to be scalable. It is inherently part of our service to be able to assist thousands of users at once.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a variety of metrics around telephony, AI assistant & live chat success. These metrics include accuracy rate, number of requests in given time frames, most popular topics etc.
• Reporting types:
  • API access
  • 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: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data exports are requested by clients through a support request and delivered securely to a location agreed with the client.
• Data export formats: Other
• Other data export formats: Javascript Object Notation (JSON)
• Data import formats: Other

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: Platform availability: 99% uptime of the platform in a calendar month. Service credit for non-performance is 10% credit of usage fees in the month following non-performance.
• Approach to resilience: Our platform design eliminates single points of failure by ensuring that redundancy is built into each layer. All service and data layer components are deployed at at least two independent physical locations and a comprehensive backup strategy provides an RTO of 4 hours and RPO of 1 hour in the event of a complete loss of service.
• Outage reporting: Clients are made aware of service disruption via email.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Users are required to authenticate using two factor authentication.; ; Role based authorisation is used to control the features and data that a user can access.
• Access restriction testing frequency: At least every 6 months
• 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 1 month and 6 months

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: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: A comprehensive set of policies applicable to all employees, contractors and third-party suppliers is in place including security, data protection and GDPR. All parties are required to confirm they have read and understood these policies on an annual basis and following changes.; ; Policies are reviewed on an annual basis, quarterly security audits are carried out to ensure compliance with policies and an annual audit is carried each year by an independent third party.; ; An Information Security Team consisting of senior staff members have responsibility for maintaining adequate records, maintaining and enforcing information security policies and responding to security incidents. The Information Security Team report directly to the Managing Director.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Components of the service are tracked through their lifetime via source control, auditable deployments and configuration changes.; ; All changes are raised as tickets with a clear definition of the purpose, acceptance criteria and proposed design. Changes are assessed for security impact against a predefined criteria and reviewed by a Change Advisory Board.; ; All changes to source code undergo a peer review process by a developer not involved in the changes and must relate to an approved change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: - Patch management policy with timescales for the application of patches (Critical: As soon as possible, High & Medium: 14 Days, Others: 60 Days); - Automated vulnerability scanning; - Annual penetration testing; - Endpoint protection and active monitoring of security threats; - Security impact assessments carried as part of change management; ; Information regarding security threats is obtained through the NIST Vulnerability Database and provider alerts and notices such Microsoft, IBM and Amazon AWS
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring measures include:; ; - Active endpoint protection with automatic blocking of malicious access attempts; - Access logging, monitoring and alerting of anomalous activity; - Audit logging, monitoring and alerting of security events; - System resource logging, monitoring and alerting of anomalous load; ; Security incidents are responded to immediately upon reporting and follow the process detailed in our security incident reporting and management procedure. High level process is:; ; - Evaluate scope and severity; - Identify and action emergency remediation; - Issue stakeholder communication; - Identify and action interim remediation; - Complete root cause analysis; - Communicate RCA and next steps
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management is covered in our security incident policy and security incident reporting and management procedure. The policy states that all breaches and queries regarding potential security incidents should be reported to the information security team.; ; The reporting and management procedure details the process and responsibilities of staff members, information security team and company directors.; ; All security incidents are logged on the security incident log as part of the reporting and management process by the information security team first point of contact. Security incident reports are provided by email to our clients

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Fighting climate change; ; We are very aware of our responsibility to have a positive affect on climate change. There are a few steps worth mentioning in our efforts:; 1) All of our employees work remotely which we believe has significantly reduced our carbon footprint. Our office is in a busy part of the city which often results in being stuck in standstill traffic. We work just as effectively remotely and decided there was no need to go back to the office fulltime.; 2) When we do meet up as an organisation we make a conscious effort to travel in the most environmentally way possible; for example car pooling and taking the train instead of flying.; 3) Our data centres are managed and operated by third parties such as AWS. We continually ensure they are making a conscious effort to be as sustainable as possible. We are also willing to pay more for services if there is a 'green' package available.

Pricing

• Price: £0 to £1,419 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: AI studio offers a 4-week free trial which gives customers full access to create and manage an AI assistant. Users can put their assistant live on their website, analyse their statistics and add new features such as live chat.
• Link to free trial: https://ebiai.app/

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 abbie@ebi.ai. Tell them what format you need. It will help if you say what assistive technology you use.