ICS.AI LTD

Cognino Email Automation

Cognino can “sense” the content in the email and documents. It reads and “comprehends” the content using Natural Language Processing (NLP), defines classifications and extracts the required follow-up actions based on its understanding of the email. Cognino can reply automatically or can be managed through human judgement scoring.

Features

  • Use Natural language to interrogate your data
  • Use deep learning to understand the content
  • Fast and easy self learning using the power of AI
  • Automatically detect sentiment within the emails analysed

Benefits

  • Automatically generate email replies in natural language
  • Allow human to validate the AI generated emial before sending
  • Real time analytics creates a new level of understanding
  • Re imagine email responses using natural language
  • Respond to thousands of emails in minutes not days
  • Use scoring to only involve humans where you need them

Pricing

£50000 per licence per year

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

3 4 2 6 5 5 1 0 2 3 2 1 1 8 0

Contact

ICS.AI LTD

Lorna McLelland

01256 403800

lorna.mclelland@ics.ai

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
FLEX AI chatbots
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
No
System requirements
  • Microsoft Azure Cognitive Servcies
  • Linux Server xyz
  • Etc
  • Etc

User support

Email or online ticketing support
Email or online ticketing
Support response times
The response time is either 24 hour or 72 hours, depending on the contract signed by the client and applies during working hours from Monday to Fridays
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
Yes, at extra cost
Support levels
The Support levels are as follows and the SLA for an Urgent issue is a fix or workaround within 24 hours or 72 hours, depending on the contract.

1.Urgent - System not responding or critical function loss that affects all users
2. High - A function loss that causes significant disruption to business and users
3. Normal - Function loss that affects some users but will not stop them from being able to do other tasks
4. Low - A cosmetic issue or a minor function loss that affects some users
This service, up to an agreed number of hours per month is included in the cost of the Licence for the Citizen Services bot. Additional support hours can be purchased if required."
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Provide Onsite Training, Online Training and User documentation
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
The data is completely owned by the users, and they own it within their own Cloud hosting subscription. They can always archive and decommission the data.
End-of-contract process
The License can be extended for agreeable period, with a mutual contract in place. In the case of contract termination, Cognino can be decommissioned after extracting all the user data.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
None
Service interface
No
API
No
Customisation available
No

Scaling

Independence of resources
Cognino using multi-tenant, parallel processing to interact simultaneous users concurrently

Analytics

Service usage metrics
Yes
Metrics types
Cognino provides extended usage metrics using standard Power BI and raw data for any other data visualisation.
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 Security Clearance (SC)

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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
Other data at rest protection approach
We store and protect data using the Microsoft Azure Cloud compliance certificate which complies with all the global and UK standards and compliance.
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
Using REST APIs users can export data from COGNINO Engine. These are secured protocol to export data from hosted cloud database.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
REST
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
REST

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
We confirm to Government standards of data protection and encryption policy according the individual organisational needs.

Availability and resilience

Guaranteed availability
We use Microsoft Cloud service level agreement of availability, which is 99% uptime
Approach to resilience
The Cloud services are designed with builtin resilience services
Outage reporting
A Public Dashboard, API with outage , Email alert

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
System defined access management
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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
No
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
Solution hosted in Microsoft Azure
CSA STAR certification level
Level 5: CSA STAR Continuous Monitoring
What the CSA STAR doesn’t cover
N/A
PCI certification
Yes
Who accredited the PCI DSS certification
Hosted in Microsoft Azure
PCI DSS accreditation date
N/A
What the PCI DSS doesn’t cover
N/A
Other security certifications
Yes
Any other security certifications
Cyber Essentials Scheme (Basic Tier)

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
Information security policies and processes
Microsoft Azure Security policy are compliant to most of the global Information security policy that we adhere to.

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
We follow CICD process using Visual Studio, Jenkins and Azure Cloud deployment process
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We host, store , access all our service through Microsoft Cloud Service , which is always green and patched with latest software updates and security.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
We are using existing Microsoft Cloud threat management and monitoring services. Which are managed through monitor and command centre
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
We have standard incident management process and follow Microsoft Azure Cloud standard process along with all the reporting

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

Pricing

Price
£50000 per licence per year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Limited period access to fully featured demo environment

Service documents

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