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.
- 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
- 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
£700 to £10000 per licence
- Free trial available
0844 472 9129
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|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 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|
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
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.
|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.
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
|Web browser interface||Yes|
|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.|
|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 sandbox or test environment||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.
|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.|
|Service usage metrics||Yes|
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.
|Supplier type||Reseller providing extra support|
|Organisation whose services are being resold||Cantoche|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|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||
|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 export approach||Via the system into CSV files.|
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
SLA is as follows:
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
|User authentication needed||Yes|
|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||
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
|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|
|Other security accreditations||No|
|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.|
|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.|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|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.|
|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|