DATA PILLAR LIMITED

Conversational AI Chatbot Solutions

DataPillar design and build a conversational experience between bots and humans. We build AI-Powered cloud based speech-based assistants and chatbots supporting 24+ languages to automate communication and create personalised customer experiences / Journey using NLP for all B2B and B2C customers.

Features

  • Conversational AI Chatbot - Integrate with Cloud / On-Premise
  • Human-like AI chatbots in any language
  • Powerful API to integrate with any back-end solution
  • CRM Integration using API
  • Microsoft Azure - Machine Learning (Python and R)
  • AWS & Google Cloud Solution
  • Embed with enterprise and social collaboration platforms
  • RPA (Robotic Automation Software)

Benefits

  • Engage your customers 24/7, reduce costs and unify brand messaging
  • Combine strengths of human and virtual agents
  • Track customers and engage to improve conversion rates
  • Conversational AI chatbot has the ability to increase customer satisfaction
  • Reduced platform service costs, and easier maintenance and project planning
  • Seamlessly sync data between our platform and any Vertical CRM
  • Increasing the benefits from data using AI
  • Increasing strategic flexibility using AI-as-a-service

Pricing

£5 to £20 a user

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at mamirali@datapillar.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

5 4 5 7 9 2 2 9 5 1 6 2 9 7 7

Contact

DATA PILLAR LIMITED Murtaza Amirali
Telephone: 07932861213
Email: mamirali@datapillar.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
No constraints
System requirements
  • Operating Systems
  • On-Premise and Cloud requirement such as VMs.
  • Software licences can be depends on additional solutions and services

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our average response time to a questions is 15 minutes during week days. Over the weekend the average response time is 60 minutes.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
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
Severity 1 (Critical Service Incident) - Within 15 mins Severity 2 (Critical Service Incident) - Within 30 mins Severity 3 (Non-Critical Service Incident) - Within 1hr Severity 4 (Minor Support Request)
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Training is provided by DataPillar, through online training classes and onsite as well. Full documentation including quick start guides and manuals is made available. We also provide online chatbots to answer questions 24X7.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
They can download their data via VPN / TLS 1.2 or DataPillar can provide their data via a USB drive and secure courier.
End-of-contract process
Customer is using a cloud service so termination is easy. Data retrieval is provided as an export in file format.

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
Its responsive design, so the application works seamlessly in mobile and desktop.
Service interface
Yes
Description of service interface
The administration and agent service interfaces can be used with any browser without the need to download an application or module.
Accessibility standards
WCAG 2.1 AAA
Accessibility testing
Our solution has been tested for enlargement of text through Chrome and Firefox.
API
Yes
What users can and can't do using the API
API can be used to control functionality on the contact centre with a simple https web request to pass parameters to the API script. Further information is available upon request.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Administrators can change the colours and logo of the admin and agent interfaces. We can also provide a more advanced customisation of the web interface if required.

Additionally, we have additional NLP modules.

Scaling

Independence of resources
Users will have a dedicated server or will be allocated dedicated VPS resource.

Analytics

Service usage metrics
Yes
Metrics types
There are hundreds of reports which cover metrics such as agent performance, server loading, user access, admin change log, SLAs, client wait times, KPI achievements. These reports are customisable and extended using advance NLP.
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
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
Other
Other data at rest protection approach
The service is hosted on Microsoft Azure or AWS Cloud and DataPillar follows PCI DSS process, data encryption, access control, firewalls, permission based logins.
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Data can be exported via a .csv file or database export which can be scheduled to run each day. The service also includes a secure export tool and GDPR data removal facility.
Data export formats
CSV
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • Databases

Data-in-transit protection

Data protection between buyer and supplier networks
IPsec or TLS VPN gateway
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Service Availability Guarantees 99.99%.
Approach to resilience
Data on Microsoft Azure or AWS is stored which have fault tolerance built in such as multiple availability zones where data and applications can be replicated.
Outage reporting
Email alerts and via a portal announcement service.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Firewall filtering on IP address
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Internal auditing
Information security policies and processes
PCI DSS

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
DataPillar uses a web based change management system which is part of our helpdesk system.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Legalytics performs vulnerability scanning every 3 months.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Legalytics uses an Intrusion Detection System which identifies compromises using "agents" deployed on all network assets.
Incident management type
Supplier-defined controls
Incident management approach
Incidents are logged using our helpdesk ticketing system.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£5 to £20 a user
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Full access to standard features for a trial. DataPillar would able to provide custom Q&A if needed.

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at mamirali@datapillar.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.