Generation Digital

Kore.ai Artificial Intelligence (AI) Platform

The Kore.ai platform delivers simplicity, flexibility, and control when applying conversational and generative AI and LLMs. Deploying our platform cuts the time and effort to deploy effective AI solutions at your business. Our platform is open. We build upon your existing architecture and integrate with any LLM and technology infrastructure.

Features

• Experience Optimization (XO) Platform
• Smart assist - AI-Native Contact Center as a Service (CCaaS)
• Search Assist - AI-First cognitive, conversational search assistant
• Bank Assist - An intelligent virtual assistant enabling conversational banking
• Health Assist - An intelligent virtual assistant enabling conversational healthcare
• Retail Assist - AI-Native Conversational Commerce Assistant
• Smart Assistant - An AI-powered Intelligent Virtual Assistant
• IT Assistant - AI-First conversational assistant for IT support
• HR Assist - AI-First conversational assistant for HR support
• Work Assist - AI-First collaborative workspaces for teams

Benefits

• Intelligent, personalized, contextual assistance
• Collaborative spaces for teams
• Conversational search that combines search and chat to provide answers
• Over 150 built-in IT support workflows
• Inbuilt ticketing system & integrations
• Intelligent analytics to streamline performance
• Automate, execute and perform tasks
• No-code Platform with CX and EX deployment models and LLMs
• Flexible deployment options
• Integration with SmartAssist or any existing third-party desktop

£0 a unit

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 gcloud@gend.co. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

960673237614208

Contact

Thomas Sutton
0203 6379 776
gcloud@gend.co

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: Built in integrations and APIs. Built in communications services and pre-built templates to built bots in relation to other applications. Kore.ai can be integrated with 75+ commonly used SaaS applications/platforms. Also a market place for bot journeys is available as well as the availability for custom built integrations to applications
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Doesn't work with some browsers or early versions of supported browsers.; Internet Explorer mode in Microsoft Edge is not supported.
• System requirements: Chrome, Safari for Mac, Firefox, and Edge browser.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: As soon as possible or within 24 hours of the request. Office hours are 9-5 Monday to Friday.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide detailed onboarding services and continued support in conjunction with Kore.ai's team (Cost vary depending on the level of support resources required).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Online Training: Learn Kore.ai fundamentals through interactive online courses.; User Guides: Find step-by-step instructions for building and using Kore.ai features.; Onsite Training (optional): Get personalised training tailored to your specific needs.; ; We also provide guidance on:; Conversational AI Architecture: Design an effective AI framework for your chatbot.; ; LLM (Large Language Model) Training: Train language models to understand and respond to user queries.; ; Data Engineering: Prepare your data for optimal AI performance.; ; Our consultants can help you develop a successful AI strategy and implement solutions using:; ; Generative AI: Create unique and engaging content.; ; Search AI: Refine your search capabilities for better user experiences.; ; Conversational AI: Build chatbots that understand and respond to user needs.; ; We can help you build the perfect User Interface; ; Chatbots: Create chatbots for various purposes, like customer service or employee support.; ; Software Integrations: Connect Kore.ai with your existing software for a unified experience.; ; Customisable Interfaces: Tailor the interface to fit your brand and user preferences.; ; Focus on Data Privacy and Flexibility; GDPR Compliance: Prioritise data security and ensure compliance with data privacy regulations.; ; Multiple Interaction Options: Design interactions for human-AI bot, human-agent, or human-software scenarios.; ; Internal or External Deployment: Implement solutions for employee, customer, or combined needs.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats: Video file
• End-of-contract data extraction: Upon ending your contract with Kore.ai, you can export your entire chat history using their Conversation History API. This allows you to retain a copy of your conversations. Additionally, you can request Kore.ai to delete your data permanently. Once complete, they will provide you with a confirmation certificate.; ; Additional information is available upon request.
• End-of-contract process: You can export your entire chat history using Kore.ai's Conversation History API (you'll need to do this yourself). This lets you keep a copy of your conversations.; ; You can request Kore.ai to permanently delete your data. This is free, and they'll provide a confirmation certificate once complete.; ; What are additional costs?; Retaining any automation processes or intellectual property built on the Kore platform. You can do this yourself or hire a Kore.ai partner to help, but there will be an additional cost involved.; Removing any third-party connections/integrations (you'll need to do this yourself). There maybe some other processes that will have additional cost specific to each individual user which is dependant on how the contract was ended.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Some features may not be accessible when using the mobile app.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Kore.ai offers two service interfaces:; Public APIs: Program bots with code. Create, train, and publish bots. See https://developer.kore.ai/docs/bots/api-guide/api-list/.; Service Nodes: Integrate external services into chatbots. Use REST or SOAP calls to access data or functionalities. See https://developer.kore.ai/docs/bots/bot-builder-tool/dialog-task/data-as-service/.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Testing of the interface has been has been completed to the WCAG 2.1 AA standards. Which includes accessibility features for their bot builder tool, such as keyboard navigation and screen reader compatibility (edited)
• API: Yes
• What users can and can't do using the API: There are various API service - which are fully documented and available from the following link: https://developer.kore.ai/docs/bots/api-guide/apis/
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Kore.ai is a flexible platform that allows organisations to create bots and digital journeys with automation using Kore.ai's proprietary AI solutions and integration with third party SaaS and AI solutions.

Scaling

• Independence of resources: Kore.Ai service status is carefully monitored and has built in controls to insure upkeep. It is regularly undergoing updates and maintenance. Kore.ai prioritises security and compliance. Adhering to strict guidelines, conducting regular vulnerability scans, and employing intrusion detection and file integrity agents. The cutting-edge SIEM system guarantees 24/7 monitoring and rapid response to security threats.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can build in pathways to provide specific and tailored metrics of their services or any other information programmed into the bot.
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Kore.ai

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: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Application data is encrypted using Enterprise Account data keys using AES-256-CBC (cipher block chaining) implementation with 16-byte random initialisation vectors. Organisation specific encryption keys are used to encrypt the data. Kore.ai uses two sets of keys, master key and enterprise data keys for data encryption. Each enterprise is assigned a unique data key. Enterprise specific data keys are kept encrypted using the master key. Master key is provisioned and stored using HSM based key management service. Enterprise data keys are rotated periodically or on demand. Administrators will be able to manage data keys from the Enterprise Admin console.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: To Export Data access the analytics dashboard within the Kore.ai platform.; Look for export options within the analytics section, which may allow you to download reports or data on user interactions, bot performance, session data, etc.; ; Data might be exportable in various formats such as CSV, Excel, or directly to cloud storage solutions.; ; It's important to check the specific documentation provided by Kore.ai or contact their support for the most accurate and up-to-date information; Link : https://developer.kore.ai/docs/bots/api-guide/conversation-history-api/; Importing Data - information can be found on this link https://developer.kore.ai/docs/bots/bot-admin/enrollment/importing-users-and-user-data/
• Data export formats:
  • CSV
  • ODF
  • Other
• Data import formats:
  • CSV
  • ODF
  • Other

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Kore uses the latest cipher suites to encrypt all the data during transfer between its client channels and server. At a minimum TLS 1.2 should be used for encryption in; transit.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: On cloud, Kore.ai uses HSM managed cryptographic keys to encrypt all the data at rest. Kore.ai can be customised to use customer specific HSM. Application data is encrypted using enterprise data keys using AES-256-CBC implementation with 16-byte random initialisation vectors. Organisation specific encryption keys are used to encrypt the master key and enterprise data keys for data encryption. Enterprise specific data keys are kept encrypted using the master key. Master key is provisioned and stored using HSM. Enterprise data keys are rotated periodically or on demand. Administrators will be able to manage data key from the enterprise admin console.

Availability and resilience

• Guaranteed availability: Please refer to the links below:; ; https://status.kore.com/; https://developer.kore.ai/docs/bots/bot-settings/plan-usage/support-plans/; ; SLA's Vary depending on what support plan package you have.; ; Scheduled maintenance periods that might affect availability are usually outlined. During these times, services might be slower or temporarily unavailable. SLAs should specify these windows and how users will be notified.; ; Please reach out to Kore.ai Support for complete information about the support offerings and SLAs
• Approach to resilience: It's available on request
• Outage reporting: An API or email alerts can be used depending on the outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Other
• Other user authentication: SSO configured using SAML
• Access restrictions in management interfaces and support channels: Using the Admin Console, the primary admin can restrict access to features and different bots. They can also change the admin and provide users with login details by inviting them to the platform.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Other
• Description of management access authentication: SSO configured with SAML

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: Yes
• Who accredited the PCI DSS certification: QSA Company: Schellman Compliance LLC
• PCI DSS accreditation date: 9/13/2023
• What the PCI DSS doesn’t cover: The scope for the PCI-DSS includes artificial Intelligence virtual assistant/chat services; ; Out off scope (Not Covered); POS / card present; Internet / e-commerce; MOTO / Call Center; ATM
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC2 Type II
  • NIST 800-53 framework
  • HIPPA

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: SOC2 Type2 compliant; PCI-DSS compliant; HIPPA compliant; NIST 800-53 framework (Security and Privacy Controls for Information Systems and Organizations)
• Information security policies and processes: There is a comprehensive set of defined Information Security Policy procedures, which are maintained and reviewed at least annually.; ; Kore.ai adheres to the reporting structure as defined in the SOC2 Type2 certification

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: Kore.ai's change management processes are compliant with SOC2 Type 2 certification and adhere to the ISO 27001 framework, ensuring robust security and operational reliability. Their processes include rigorous review and testing before any changes are applied. Changes are tracked through a centralised management system, ensuring that all adjustments are documented, reviewed by appropriate stakeholders, and communicated effectively across the organisation. This systematic approach helps maintain the integrity and stability of their systems while enabling efficient updates and improvements
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Kore.ai's vulnerability management processes are designed to meet rigorous industry standards, including compliance with ISO 27001 and alignment with the NIST framework. They proactively identify, assess, and mitigate vulnerabilities through a comprehensive scanning and monitoring regimen. All identified vulnerabilities are evaluated for their potential impact and prioritised based on severity. Remediation plans are developed and implemented swiftly to minimise any risks to systems. Regular audits and continuous improvement practices ensure that defences are robust and effective against evolving security threats. This structured approach helps safeguard systems and data against unauthorised access and breaches.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Kore.ai's monitoring processes and the utilisation of a Security Information and Event Management (SIEM) system are integral to their cybersecurity strategy, ensuring adherence to the NIST cybersecurity framework. Our SIEM system continuously collects and analyses security data from across their network, providing real-time visibility and alerting on potential security incidents. This allows for rapid detection, investigation, and response to any suspicious activities. Kore.ai maintain strict protocols for incident management, including immediate investigation and remediation. Regular updates and training ensure monitoring capabilities evolve to meet the latest security challenges and protect their infrastructure effectively.
• 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: Kore.ai's incident management processes are structured to ensure rapid and effective response to security incidents, with adherence to ISO 27001 standards. Their approach involves immediate identification, thorough investigation, and swift resolution of incidents to mitigate impacts and prevent recurrence. Each incident is logged and tracked in a centralised system, where it is analysed to identify root causes and improve preventive measures. Recovery strategies and continuity plans are regularly tested and updated to enhance resilience. Kore.ai also ensure that lessons learned are integrated into ongoing security practices and training programs to continuously strengthen incident response capabilities.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We are committed to fighting climate change and aim to be carbon neutral.

  Tackling economic inequality

  Tackling economic inequality - We are committed to tackling economic inequality.

  Equal opportunity

  Equal opportunity We are committed to equal opportunity for all

  Wellbeing

  At Generation Digital we are fully committed to promoting mental health and wellbeing within our offices and during the delivery of our services.

Pricing

• Price: £0 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: * $500 starting credit; *20 requests/minute; *Conversation Designer; *Dialog Builder; *Knowledge Graph; *Multi-Engine NLP
• Link to free trial: https://www.gend.co/kore-ai

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 gcloud@gend.co. Tell them what format you need. It will help if you say what assistive technology you use.