TriVirtual Ltd

Living Actor Digital Virtual Assistant

Living Actor™ is a combined Digital Assistant/chatbot and live web-chat multimedia customer service platform. This solution reduces calls and emails by allowing customers to self-serve when they wish, 24 hours a day, with complex issues escalated via web-chat. Advanced 3D avatar technology and integration with existing systems brings fast ROI.

Features

  • 3D moving on-screen virtual assistant with client movement control
  • Integrated web-chat with auto-translate
  • Natural language processing knowledgebase
  • Quantative and qualitative reporting dashboards
  • Multimedia information presentation - clickable video amd images
  • Input by voice controlled application or text input via portal
  • Integration connectors for ease of connectivity with existing data
  • Triggers to initiate escalation or other events
  • Client controlled avatar, voice and design or bespoke design available

Benefits

  • Handle more enquiries online reducing pressure on headcount
  • All queries answered 24/7 – no unpopular IVR’s or queuing
  • Fast ROI on investment and high long term cost savings
  • High levels of customer service delivery across multiple devices
  • Upsell opportunities on every transaction
  • Multi-media solution meets customer self-care requirements
  • Delivers excellent communication including body-language
  • Reduced recruitment, training and support requirements
  • Voice controlled application to give flexibility and meet disability requirements
  • Customers receive best service as complex issues escalated to agents

Pricing

£700 to £10000 per licence

  • Free trial available

Service documents

G-Cloud 9

373037346503275

TriVirtual Ltd

Ian Cox

0844 472 9129

ian.cox@trivirtual.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No
System requirements
  • Browser access to portal
  • Internet Explorer 9 or above
  • Chrome
  • Firefox
  • Applications: IOS or Android only

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Trivirtual offers standard support from 08:00 until 18:00 Monday to Friday, and emergency fault escalation support from 18:00 to 22:00 Monday to Friday and 08:00 to 18:00 on Saturday, Sunday and Bank Holidays.

Full 24/7 support is available as a bespoke solution.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
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 Can use voice controlled access via application. Can be bespoke designed to meet specific requirements
Web chat accessibility testing None
Onsite support No
Support levels TriVirtual supplies a full range of support for all clients to ensure they are able to maximise the use of the system. These support services include:

1) Fault reporting and escalation
2) Knowledgebase management and content management
3) Training of new administrators
4) Help with integration and API issues

All requests for support are logged and are given a specific engineer to manage the issue to completion.

In general, all support costs are included in the licence cost although full 24/7 support will require a bespoke solution charged as an extra cost.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started TriVirtual offers full support and training for all new clients. This includes:

1) Project management with the client
2) Online and face to face training as required
3) Training videos
4) System documentation
5) Ongoing content management support

It is important that each client is able to manage all aspects of their deployment but are able to access help and support when needed.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Users can download knowledgebase data by clicking on the export button. This will create a CSV file of all information. Alternatively Trivirtual will provide a full download of all knowledgebase content within 10 working days of the end of the contract.

Reporting data can be downloaded by exporting to a CSV file whenever required. At the end of the contract, TriVirtual will provide a full download of all Assistant and Webchat management information within 10 working days of the end of the contract.
End-of-contract process If the contract is not renewed or extended, customers will no longer be able to ask questions and the code to make the virtual assistant active will need to be removed from the user website or portal.

Users will have full access to all knowledgebase data as exists on the system and reporting data from the last three months. If data storage is required for longer than three months, as specific arrangement will have had to be made. Details on the price list.

All customer data will be deleted after Trivirtual has received confirmation by the user of successful receipt of the complete data set and within an agreed timescale with the user.

After the minimum contract period has expired, there are no additional costs for ending the contract.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The Living Actor solution is CSS enabled to resize automatically for each device. For mobile smart phones, the resizing also reduces the avatar from a full body to head/shoulders, freeing up more space for content.

Although a web-application for mobile comes as standard for every solution, a full native application can be built and delivered to client specifications. In this case, the design of the application may differ from the portal.
Accessibility standards WCAG 2.0 A
Accessibility testing TriVirtual has carried out testing with Barclays Accessibility Team to launch an accessible portal across the globe. Living Actor can be designed to meet specific accessibility needs and, with the voice management, can create a solution that provides better service than just a web-enabled solution.
API Yes
What users can and can't do using the API As standard, an API exists for management information and can deliver live and historical MI to other solutions as required. Other API's are created as required for each user solution, depending on requirements. Connectors exist for integration to standard CRM systems including Salesforce, MSCRM and others.
API documentation No
API sandbox or test environment Yes
Customisation available Yes
Description of customisation There are two main levels of customisation with Living Actor.

1) Client customisation: The client is able to choose a virtual assistant from a large gallery, and change the assistant as required. It is also possible to have multiple assistants throughout a website. The text-to-speech voice can be selected and the basic background colours are a client choice. All content is fully customisable by the client.

2) TriVirtual Customisation: TriVirtual is able to create bespoke virtual assistants, backgrounds and even whole portals, giving the best possible customer interaction. Trivirtual works with each client to understand their needs before helping design the final solution. It is also possible to create more advanced customer routing options, including surveys, news-feeds and forums.

Scaling

Scaling
Independence of resources The two cloud services utilised – Amazon Web Services & OVH – have enormous capacity and can expand and contract as required without any impact on service delivery. In addition, the band-with required for operation of the avatar is very small, and so is unlikely to affect the use of the system for all but the slowest connections.

Analytics

Analytics
Service usage metrics Yes
Metrics types Living Actor™ comes with a full analytics module to provide the user with the big picture. This includes:

1) Quantative - eg sessions times, use of the system
2) Qualitative - eg answer responses, escalations
3) Web-chat - eg sessions, transcripts, agent data
4) Systems - eg uptime, automatic monitoring

Service usage metrics are available via the assistant and through server management software.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Cantoche

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 Via the system into CSV files.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability SLA is as follows:

Servers 99.99%
Storage 100%
Network 100%
Connectivity 99.95%
Administration 99.9%
Software 99.5%
Note: All SLA excludes client system availability and end customer connectivity, over which we have no control.
Approach to resilience Available on request
Outage reporting Unplanned and planned outages are all communicated via email. Users are able to nominate as many email addresses as required to ensure communication of outages is successful.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Every administrator has to be created by Living Actor. Once the identity is created, the administrator has to apply for login and password details. They are sent a link which allows them to create a strong password access. Administrators can grant access to other users as required. Access to fault reporting and support portal is only provided to administrators.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

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 At least 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 6 months and 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 KPMG
ISO/IEC 27001 accreditation date 2013
What the ISO/IEC 27001 doesn’t cover All servers and server processing is covered by ISO27001. The software is not covered by ISO27001
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 2014
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover Servers and management of the system is covered by CSA STAR. The Living Actor software is not covered by CSA STAR
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Living Actor has a dedicated information security officer, who is responsible for ensuring information security policies are in place and are followed. More details available on request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Change management is a key requirements for development of the system. All changes are approved by senior management before application, and change logs are kept to ensure an audit trail is always available.
Vulnerability management type Undisclosed
Vulnerability management approach All Amazon & OVH servers are actively monitored and protected against threats. Regular and emergency patching processes are in place. Further information available on request.
Protective monitoring type Supplier-defined controls
Protective monitoring approach All servers are monitored 24/7 for compromise and are protected by advanced firewalls and anti-compromise security. Full details available on request.
Incident management type Supplier-defined controls
Incident management approach Users are able to report incidents by phone, by email and via the support portal if they are granted secure access. Incidents are logged and the user is kept up to date with status reports until the incident is closed. A final report will be submitted to advise of incident cause and mitigation against future events of the same nature.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £700 to £10000 per licence
Discount for educational organisations No
Free trial available Yes
Description of free trial TriVirtual can provide a solution for up to 4 weeks without transaction costs to enable each client to evaluate the effectiveness of Living Actor. The set up costs of the trial are not free however, and will vary depending on requirements. Trial costs will be refunded against a full order.

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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