Futr AI Limited

Futr. Conversation-as-a-Service

Everyone knows how to have a conversation. Our conversation-as-a-service platform simplifies the way the public sector delivers services both internally to staff and externally to citizens. We facilitate 24/7 access to data and processes in any language and on the voice and messaging channels that people use every day.

Features

  • Conversational interface
  • Automation
  • Multi-language (105 languages) and language detection
  • Broadcast
  • Emotion and sentiment detection
  • Data interrogation and cleansing
  • Data compliance by design
  • Multi-channel distribution
  • Personalisation
  • Full audit trail

Benefits

  • Automate repetitive tasks
  • Interact with data through conversational dialogue
  • Increased accessibility to services
  • Targeted content distribution
  • Improved compliance
  • Improved access to and visibility of data
  • Cost reduction
  • Improved service delivery
  • Improved data consistency and quality
  • 24/7 real-time usage

Pricing

£0 per user per month

Service documents

G-Cloud 10

344593218328976

Futr AI Limited

Andy Wilkins

07513872409

andy@futr.ai

Service scope

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 Any service with an API or database connectivity.
Cloud deployment model Public cloud
Service constraints No
System requirements Internet connectivity

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within an hour during business hours (8am - 6pm), depending on service level agreements. Additional support available out of hours.
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 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 We provide web chat, email and telephone support services.
Web chat accessibility testing We have provided support to users to accessibility issues but we haven't done any specific testing.
Onsite support Yes, at extra cost
Support levels Support levels are subject to individual service level agreements. We offer these based on availability, capacity and performance with associated tiered penalties should targets not be met.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started For standard service, users have access to a wide range of online support documentation. For bespoke service, we would engage as agreed.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Word
  • Chat interface
End-of-contract data extraction Export to all standard industry formats, for example, CSV, JSON, XML, Word, Excel, PDF.
End-of-contract process We provide the export free of charge in any of the supported formats as a part of the standard contract.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Accessibility standards WCAG 2.0 AAA
Accessibility testing The service has been used by an individual registered blind and an individual registered deaf. They have been able to access identical content using voice and chat respectively and were able to use the service as expected.
API Yes
What users can and can't do using the API Users can integrate their own products and services with our AI engine. There are no set limitations. We would discuss access based on the organisation's requirements.
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Content customisation for basic service without any restrictions. Full customisation for bespoke services subject to agreement.

Scaling

Scaling
Independence of resources Our standard service is cloud based and the agreements we have in place with providers such as Amazon (AWS) and Microsoft (Azure) include the ability to automatically scale on demand.

Bespoke services would utilise the same architecture unless agreed otherwise.

Analytics

Analytics
Service usage metrics Yes
Metrics types Standard service includes, distinct users, questions asked, languages used, daily activity, daily sentiment analysis, interactions per day, most common actions, cost savings, response times, confidence score and channel activity all as standard and real time.

Bespoke service can include any required metrics that can be extracted from the service.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 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
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type 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 importing and exporting
Data export approach We provide the export on request for the standard service. Bespoke services can include an API that the users can extract their data through.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • Json
  • Word
  • Excel
  • PDF
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • XML
  • Json
  • Word
  • Excel
  • PDF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Service levels are negotiated as part of the standard service with a sliding scale of availability targets. Associated penalties are also negotiable based on the targets and can include both refunds and / or service credits.
Approach to resilience Our data centre is provided by Microsoft Azure services. This includes real time backup and restoration and automated data recovery for business continuity purposes.

Data is stored in 2 data centres with real-time synchronisation to avoid any localised service disruption.
Outage reporting Public dashboard and email alerting as defined in service level agreements

Identity and authentication

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 We use domain driven authentication through industry solutions such as active directory and we use role based authorisation to manage restricted access.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

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 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 Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach We do not hold any data outside of the Microsoft Azure platform and utilise their security governance standards. Any partner details are stored on securely protected platforms.
Information security policies and processes All employees are made aware of their responsibilities in relation to data security management on joining the organisation. Employees are responsible for reporting any data they feel should not be retained or for which access should be restricted to the Data Security Officer (DSO) who is a board member. Failure to do so is a disciplinary offence.

The DSO’s duties include a bi-annual review of any data that has been identified as requiring elevated protection and wherever possible deleting this data. In addition the DSO is responsible for bi-monthly audits of other data held on any platforms to ensure compliance.

An annual technical review is carried out in conjunction with the CTO to ensure the storage mechanisms in use remain suitable and proportionate for any data we are holding.

Our overriding principle is to only hold data where absolutely necessary. All our services are GDPR compliant by design.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We manage change control following a Gitflow model. We maintain 3 environments, Dev, UAT and Production with a defined release schedule.

Changes are developed in the Dev environment, pushed to UAT for testing and once signed off released to live, Up to 3 previous versions are retained should back out be required. Once the change is released to the live environment the UAT and Dev environments are refreshed to ensure any changes in progress are developed and tested on the latest version.

Changes are assessed for security, accessibility, usability and performance across all supported platforms.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Our platform is built on cloud services and we rely on their advanced security, real time patching and threat assessment.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Our solutions are built on Microsoft Azure and Amazon Web Services. These services provide cutting edge 24/7 monitoring of potential threats.

This includes alerting to any potential vulnerabilities within service architecture and technical vulnerabilities. We receive notification of any identified threats so we can also analyse and understand the actions that have been taken to address them.

Remediation of identified threats is automated and real-time ensuring we are fully protected at all times.
Incident management type Supplier-defined controls
Incident management approach Our third line support is subject to supplier services. Internally we use processes that follow ITIL guidelines including:

Defined response and fix times in a service level agreement
Clear escalation paths with named individuals and timings
Paper forms should IT systems be unavailable
Users are able to report incidents using email, chat or phone
Incident reports are provided from our incident management software.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £0 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial The Free Tier on the standard platform includes:

Unlimited chat bot creation
20 question limit per bot
English language only
Real time usage statistics
Publishing as an Alexa skill and to one chat channel from Facebook, Skype, Skype for business, Slack and Telegram
Link to free trial https://futr.ai, https://chatamo.com

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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