Conversational Search

Increasing access to public services, Voxsio’s Conversational Search uses machine learning and natural language processing to create a dialogue of questions and answers that understand individual’s enquiry and context. Matching them with the information critical to their situation. Conversational Search leverages existing web based content.


  • Conversational AI powered virtual assistants.
  • Creating expert agents in specific topics.
  • Continuous improvement through machine learning.
  • Deployed on existing web content.


  • Increasing access to public services.
  • Leveraging existing web based content.
  • Focussing on the individual and their circumstances.
  • Allowing individuals to navigate complex life events.
  • Improving communication between citizens and public bodies.


£1200 to £1200 per instance per month

  • Education pricing available

Service documents

G-Cloud 10



Michael McTernan



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 Conversational Search can be deployed on an existing website, or messaging platform.
Cloud deployment model Public cloud
Service constraints None
System requirements AWS G cloud

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Voxsio aim to respond to email support questions within and hour during weekdays and 4 hours at the weekend.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Defined for each implementation of Conversational Search
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Voxsio can provide onsite training and online support for each implementation of conversational search.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Conversational Search does not store data, it makes existing content availible.
End-of-contract process Conversational Search is provided on a subscription basis, with a usage charge per enquiry.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • 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 Messaging works in a similar way on mobile as it does on web.
Accessibility standards WCAG 2.0 A
Accessibility testing User testing with the Scottish Government
What users can and can't do using the API Configuration of the Conversational Search instance.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available No


Independence of resources The architecture of Conversational Search is scalable as it uses a queue based pattern that decouples asynchronous user messages.


Service usage metrics Yes
Metrics types Conversational Search allows users to analyse how end users access content. Highlighting where the desired information was not available or can be improved.
Reporting types Real-time dashboards


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

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 In-house
Protecting data at rest Other
Other data at rest protection approach By being deployed on the AWS G cloud.
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach No user data is kept by conversational search.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability Defined for each implementation of Conversational Search
Approach to resilience By being deployed on the AWS G cloud.
Outage reporting API

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Enforcement by access control lists.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 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 contact the support team to get 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 User-defined

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 By being deployed on the AWS G cloud.
Information security policies and processes Procedures mapped out in internal security manual.

Operational security

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 Change request process
Vulnerability management type Supplier-defined controls
Vulnerability management approach Regular review of potential threat as part of our risk assessment process.
Protective monitoring type Supplier-defined controls
Protective monitoring approach In accordance with our security policy:

We regularly review logging data, responding immediately to identified risks.
Incident management type Supplier-defined controls
Incident management approach User report incidents to the support desk.

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 Yes
Connected networks Scottish Wide Area Network (SWAN)


Price £1200 to £1200 per instance per month
Discount for educational organisations Yes
Free trial available No

Service documents

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