WIPRO HOLDINGS (UK) LIMITED

Wipro HOLMES - Avaamo Chatbot Platform

Avaamo BOT builder platform to build chatbots and virtual assistants for all uses. The BOT studio is a user-friendly platform that needs no technical expertise to use and can be used to build chatbots once and test and deploy across many channels. These can also be linked to backend systems.

Features

  • Military grade security 256-BIT AES encryption
  • Speech processing
  • Sentiment analysis and personalisation
  • Real-time analytics on conversations and channel usage
  • Multi-lingual capabilities
  • Entity and relationship extraction through Natural Language Understanding
  • Conversation simulator at design stage
  • Availability on multiple channels
  • Periodic retraining to increase accuracy

Benefits

  • Non-technical designers can create conversational flow for BOTs
  • Test and design conversation flow simultaneously
  • Build BOT once, deploy over multiple channels
  • User-friendly design interface
  • Easy integration with multiple channels

Pricing

£200000 per licence per year

Service documents

Framework

G-Cloud 11

Service ID

2 4 6 1 4 4 7 0 1 5 0 4 0 9 2

Contact

WIPRO HOLDINGS (UK) LIMITED

Ravindra Vitankar

+447955100093

ravindra.vitankar@wipro.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
No constraints that will impact on service. Planned maintenance works will not disrupt user experience.
System requirements
Avaamo BOT licenses - part of Wipro contract

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response time depends on Service Level Agreements(SLA), but tickets are usually responded to within 1 business day. Support on weekends might be provided for high priority tickets as per SLA.
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
No
Onsite support
Onsite support
Support levels
L1-L3 support provided over email and phone.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
User manuals will be provided on deployment of Avaamo bots in user environment. Onsite training on the BOT platform will also be provided.
Service documentation
Yes
Documentation formats
Other
Other documentation formats
Avaamo portal: https://docs.avaamo.com/docs/sdk
End-of-contract data extraction
All user data including conversation transcripts and user information can be exported using the API.
End-of-contract process
Annual platform subscription cost includes maintenance and support. In the case users want to terminate the contract, all data can be exported (Avaamo does not own any company data) through the API.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
No differences in mobile and desktop services - both are touch and type friendly.
Service interface
No
API
Yes
What users can and can't do using the API
End users cannot set up and change the API or the service itself - this will have to be done by the Avaamo team. However users have a wide range of options to customise to the BOTs built using the platform such as channel integration and multi-lingual support.
API documentation
Yes
API documentation formats
Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Avaamo provides platform to build bots. The look and feel of the Bot, hosting and channels of deployment, integration details, conversation flow and training for domain, intents and entities is customisable.

Scaling

Independence of resources
The Avaamo service is run across multiple-availability zones in each region as well as across various geographies (US, Europe, Asia). This enables us to provide >99.9% uptime and availability as well as ensure quality of service and minimal latency for organizations with employees globally. Data is backed up several times a day using encrypted link and periodically archived.

Analytics

Service usage metrics
Yes
Metrics types
Avaamo comes with in-built Analytics and Reporting and provides a prebuilt dashboard on usage (user queries, active session, successful responses, unhandled queries), Live agent intervention, top intents, sentiment, tone and channel usage that enables developers and administrators to act on those KPIs by adding new flows or reclassifying intents
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
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 every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
No
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
The reporting data can be accessible through API and can be exported in Excel and other data analysis (json) formats from the API.
Data export formats
  • CSV
  • Other
Other data export formats
Json
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
Other
Other protection within supplier network
The communication is encrypted using AES 256 bit encryption and ECDHE_RSA (Elliptic Curve Diffie Hellman Key Exchange with support for perfect forward secrecy (PFS)) as the key exchange mechanism. Avaamo services are run on hardened Linux VM’s. Data storage and processing are performed on servers that cannot be accessed from the internet. We also utilize technologies like certificate pinning to control client access to all production machines. All production machines are audited periodically as well.

Availability and resilience

Guaranteed availability
Greater than 99.9% uptime and availability as the service is run across multiple geographies.

HOW ARE USERS REFUNDED
Approach to resilience
Avaamo services are run on hardened Linux VM’s. Data storage and processing are performed on servers that cannot be accessed from the internet. We also utilize technologies like certificate pinning to control client access to all production machines. All production machines are audited periodically as well.
Outage reporting
Users are notified of outages/planned upgrades through email.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
1. Chatbots built on Avaamo platform can leverage AD/LDAP based authentication for employee access and authorization. Further, users profiles can selectively synced from LDAP and can be validated using One-Time-PINs (OTP) or some other acceptable form (e.g. multisteps authentication).
2. Avaamo dashboard has multiple level of security and access that enables users to edit users, edit chatbots, and access runtime analytics. A single role can sometimes span multiple functional areas (e.g. bot designer role has access to NLP, Training, KM, etc.).
3. Chatbots built on Avaamo platform can used delegated trust model to work with internal authentication mechanisms.
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 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
Yes
Who accredited the ISO/IEC 27001
Information available on request.
ISO/IEC 27001 accreditation date
Available on request.
What the ISO/IEC 27001 doesn’t cover
Available on request.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Information available on request.
PCI DSS accreditation date
Available on request.
What the PCI DSS doesn’t cover
Available on request.
Other security certifications
Yes
Any other security certifications
  • HIPAA
  • ISO 9001
  • SOC1/ISAE 3402

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
We have adopted the implementation of ISO27001 based Information Security Management System (ISMS) as the baseline for all Customers.
Customer specified security requirements that are over and above Wipro’s information security practices coexist as additional controls to provide a highly controlled environment for processing Customer information or managing information processing systems. These mutually agreed upon controls will be documented in the Offshore Development Centre Security document and implemented during the roll-out.
Wipro's Information Security Management System is successfully re-certified against international standard ISO27001:2013.

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
Avaamo has detailed Configuration and Change management process that are available on request. All servers and infrastructure are monitored and regularly backed up (almost all on a daily basis). Changes to source code are managed on Bitbucket, including planned upgrades, maintenance, patches, bug fixes and more. Continuous integration is in place to ensure that development changes have not broken the current build. Commits to the codebase trigger a run of the suite of unit tests. There is also periodic vulnerability scanning on the production system to ensure all changes are approved and secure.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Avaamo routinely run internal and external vulnerability scans and penetration tests and work with third-party firms for in-depth security reviews. Avaamo’s infrastructure is already certified for PCI DSS Level 1, HIPAA, ISO 9001, SOC 1/ ISAE 3402, SOC 2 and more. Avaamo also utilizes several third party partners to perform various certifications ranging from penetration testing, mobile vulnerability testing, MITM attack tests, Dynamic Application Security Testing (DAST), Static application security testing (SAST).
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Avaamo has a proactive approach to preventative and protective monitoring processes. We undertake periodic review of: the entire user identity, provisioning, & access rights life-cycle, critical system resources for ensuring the applicable hardening standards are in fact being applied as required, entire Avaamo security architecture for ensuring a layered, Defense in Depth approach is being utilized, with a structured schedule for automated internal and external scans to be performed, along with network layer and application layer penetration tests.

An in-depth contingency plan (available on request) is in place to be able to respond to moderate incidents within 24 hours.
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
Wipro’s Information Security Incident Management Policy/Process is published for centralized reporting, managing and escalating logical and physical security incidents/violations by Employees, Contractors, Trainees, and Clients working in Wipro premises. Established and matured internal teams carry out investigations including forensic analysis and incident closure. A communication and escalation matrix is documented to report security breaches. The stakeholders are informed and notified at the event of a security breach. In line with contractual commitments and local regulatory requirements (as applicable), Customers are notified of any incident related to breach/loss of data by Delivery Heads in Business Units.

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

Pricing

Price
£200000 per licence per year
Discount for educational organisations
No
Free trial available
No

Service documents

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