Fluence

Quality Assurance AI

Fluence AI integrates into your organisation to improve decision making, automate routine tasks and to help verify high-stakes judgements, optimising employee time to focus on higher-value work. Utilising cutting edge Natural Language Processing (NLP), the Fluence Engine is able to interpret and analyse complex documentation within seconds.

Features

  • Natural Language Processing (NLP), Artificial Intelligence (AI), Machine Learning (ML)
  • Latent Semantic Analysis (LSA), Latent Semantics, Topicality analysis
  • Forensic Linguistic Analysis (FLA), Forensic Linguistics, Stylistic analysis
  • Auditable AI, Transparent AI, Explainable AI, Model auditability
  • Robotic Process Automation (RPA), Intelligent Automation (IA), Decision Automation (DA)
  • Quality Assurance (QA), Standards Management (SM), Risk Stratification (RS), Triage
  • Project management, Digital Transformation, Innovation management
  • Document understanding AI, Quality Assurance, Standard Management
  • Business Intelligence (BI), Data analytics, Document understanding analytics, Data visualisation
  • Tech-enabled consultancy, AI-enabled consultancy

Benefits

  • Explore and understand your content-heavy data
  • Monitor complex processes, Automate repeatable processes
  • Mitigate human bias, guard against decision subjectivity
  • Understand and review organisational decision making
  • Reduce operational costs and increase efficiency through automation.
  • Augment human decision making
  • Implement data-driven decision making
  • Reduce time and cost of adopting AI
  • Future proof core functions and processes

Pricing

£50,000.00 a licence

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 jennifer@fluence.world. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

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

Contact

Fluence Jennifer Hore
Telephone: 01216380760
Email: jennifer@fluence.world

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
The service is subject to planned maintenance and scheduled updates. Please see additional terms.
Quality of service is dependent on successful data integration with the client, either as a pre-agreed data transfer protocol or via an API integration.
Training the service may require engagement from client experts to engage with training and monitoring the AI.
System requirements
Internet connectivity and supported internet browsers.

User support

Email or online ticketing support
Email or online ticketing
Support response times
We aim to respond to customers as quickly as possible when queries come in. Our email and phone lines are staffed 9-5, Monday-Friday. Response times are subject to contract.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
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
None or don’t know
How the web chat support is accessible
Web chat is available via the Fluence website.
Web chat accessibility testing
Web chat is via third party provider Tawk.
Onsite support
Yes, at extra cost
Support levels
All clients receive a named project lead at Fluence to support them through their onboarding period. Fluence’s project lead will liaise directly with the client’s project lead to arrange data migration, software setup and initial training. The client will receive a dedicated 30 minute project call each week through their onboarding period, and is able to get further help through email and phone support. The cost is covered by the onboarding fee.

Onsite support and training is available, with costs outlined in the Onsite Support Pricing Document.

Fluence offers clients the option to tailor their support level agreement to their organisation’s requirements. Customisation includes guaranteed response times, more extensive project management support and additional support from specialist personnel such as technical account managers, cloud support engineers and onsite engineers. Custom SLAs are priced according to the size and complexity of the organisation.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
When a new client joins Fluence, they are appointed a Project Lead who will schedule a ‘Kickoff Meeting’ web conference to plan and discuss data migration, user training and implementation goals. Full written data migration instructions are sent to the client.

Through the onboarding period, the client will receive a weekly 30 minute call with their Project Lead to review project status and answer any questions.

Help documentation is available through the Fluence support portal and can be accessed online via the platform. Documentation includes written guides and video instructionals.

Paid for onsite training / support is available at request.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
All client data processed by Fluence will always be owned by the client. Fluence will provide a full extract of all client owned data upon request, additional charges may occur.
End-of-contract process
The standard Fluence license agreement covers support, hosting, upgrades and maintenance on a rolling 12 month contract.

Should the client wish to terminate their service after the Initial Licence Period, including the deletion of all historic data processed by the service, it must give 90 days notice in writing to the Fluence. If a notice to terminate is not received within 90 days of the contract end date, the contract will be renewed for an additional 12 months.

Client access to the Fluence platform will cease at midnight on the contract end date. Once this date has passed, Fluence are no longer the appointed Data Processor, and in line with the General Data Protection Regulation (EU) 2016/679, any client owned data will be permanently deleted after 30 days.

If the client has not extracted their data after the contract end date, they can request an extract up to 30 days after the end date, for which there is an administration fee of £500 (+VAT). After 30 days, all client owned data is permanently deleted by Fluence and it is no longer possible to extract or migrate any data.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
Multi level user features, data visualisation, data training features.
Accessibility standards
None or don’t know
Description of accessibility
N/A
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
API integration is a custom offering, adapted to the clients needs.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Customisation can vary from minor changes to fully bespoke offering.

Scaling

Independence of resources
Fluence software is hosted on scalable AWS micro-service architecture that can be scaled according to the demands of the client. Fluence utilises hyperscale services for compute-intensive tasks, in order to protect clients from surges in demand.

Analytics

Service usage metrics
Yes
Metrics types
Document processing times, quanity of documents processed, user acces, usage, services access, etc.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

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
Managed by a third party
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 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
In-house destruction process

Data importing and exporting

Data export approach
Fluence will provide data upon request in accordance with the contract.
Data export formats
CSV
Data import formats
  • CSV
  • Other
Other data import formats
API (if applicable)

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
Availability is provided in accordance with SLA and according to the terms and conditions accompanying the G Cloud framework.
Approach to resilience
AWS infrastructure. Wider details available upon request.
Outage reporting
Email alerts and in some cases account managers will be in direct contact.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Servers do not permit access via password.
Access is only possible with SSH keys protected by pass phrases.
These are only accessible to staff who require access to the client’s project.
Access restriction testing frequency
At least once a year
Management access authentication
Public key authentication (including by TLS client certificate)

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
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
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

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
Cyber Essentials Plus. Fluence’s Head of Technology reports into CEO regarding security policies.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Fluence’s change management processes are informed by the principles of ISO9001 and ISO27001.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We run quarterly internal vulnerability assessments. We proactively review our services, systems and networks. We monitor project relevant vulnerability databases. Vulnerabilities always take highest priority in our defect queue.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Continuous monitoring of access logs and react quickly to unexpected entries. We investigate unusual patterns of activity. We form a task group to determine the route cause of a compromise before continuing.
Incident management type
Supplier-defined controls
Incident management approach
Fluence has a defined process for reacting to incidents. Incidents typically handled by the client’s dedicated project lead who coordinates technical and strategic resources. Fluence will provide incident reports in accordance with the terms of the SLA.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£50,000.00 a licence
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 jennifer@fluence.world. Tell them what format you need. It will help if you say what assistive technology you use.