IPsoft

IPsoft AMELIA® (Cognitive Agent & Virtual Agent)

Amelia is a cognitive virtual agent, able to conduct real time natural language conversations to fulfil a customer's journey. Whether interfacing directly with external customers, internal users or supporting first line agents, Amelia makes it possible to provide consistently high quality, engaging, scalable and efficient services 24 x 7.

Features

  • Omni-channel cognitive virtual agent
  • Converses with customers in natural language ,understands intent and context
  • Incorporates and executes business processes dynamically and flexibly
  • Manages customer journeys end to end
  • Integrates and operates your existing IT systems at machine speed
  • Customisable and responsive multimedia user interface
  • Monitors customer sentiment and emotion, and acts accordingly
  • Learns process directly from your top employees
  • Deployed either on premise or in the cloud
  • Simple to use, deploys in weeks not months

Benefits

  • Improves customer experience by managing customer journeys end to end
  • More personal, one-to-one service, with conversational context
  • Customer convenience with access to dedicated digital labour 24x7
  • Opportunity to promote and upsell benefits & services
  • Reduces cost of running a contact centre or help desk
  • Frees up employees to perform more productive, engaging, rewarding tasks
  • Increases customer confidence in the quality of self service
  • Removes the cognitive load from customers
  • Greater adherence to compliance and business standards
  • Enables organisations to scale to meet demand

Pricing

£0.50 to £5.00 per unit

  • Education pricing available

Service documents

G-Cloud 9

581366168449998

IPsoft

Stephen Harcup

+44 20 7070 5700

publicsectoruk@ipsoft.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints No
System requirements
  • Optional - Additional options for voice to text technology
  • Optional - ESB

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times are detailed in our standard support and maintenance agreement.
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 No
Onsite support Yes, at extra cost
Support levels Support levels are detailed in our standard support and maintenance agreement. Standard support agreement satisfies most requirements although tailored support packages are available and priced upon request. IPsoft provides a mature client support structure with dedicated engagement managers, solution architecture and sales support as standard.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide course based material, both online and offline to enable our customers to own the Amelia training process. Onsite and classroom led sessions are also available.

On site and supplier provided services for Amelia training are also available, and can be discussed as part of an overall solution.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Configuration and trained Amelia material can be exported to text based formats such as XML and CSV by the user directly. This action is available via the Administrative user interface that the user would have access to, or can be provided by IPsoft upon request.
End-of-contract process Should the buyer choose to terminate the subscription to the service the supplier and buyer will mutually agree a termination date. The buyer can export relevant content before services terminate, and upon termination date the supplier will revoke all access to the Amelia instance and will subsequently decommission said instance.

If the buyer would like to retain the solution in a different format, for example from a public to a private cloud, commercial options regarding the migration effort and subsequent subscription model can be discussed.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • 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 Amelia has a responsive UI, ensuring experience across devices is optimal. On mobile, Amelia can be deployed as an app or via the browser.
Accessibility standards None or don’t know
Description of accessibility Amelia is text and voice based through a browser or mobile app. Amelia is designed to be straightforward and engaging to use, although full compliance with accessibility standards is on IPsoft's roadmap.
Accessibility testing None as of yet, however this will be conducted as part of the roadmap work moving towards full accessibility standard compliance.
API Yes
What users can and can't do using the API Amelia has a RESTful API for both front-end and back-end integration. Front end integration is for conversational input into Amelia via a live chat integration, for example. Back end integrations are to allow Amelia to manipulate and read from customer systems.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation Amelia's base platform provides conversational natural language and dynamic process abilities. Amelia can be trained to handle conversations that represent your customer journeys.

The user experience can also be tailored through the modification of a highly customiseable mobile and web user interface.

Scaling

Scaling
Independence of resources The virtual machines created to run an Amelia instance are set up with low contention ratios to prevent greedy resource consumption from other users.

Should a buyer wish to deploy Amelia with independent resource guarantees, then commercial options are available for this.

Analytics

Analytics
Service usage metrics Yes
Metrics types Amelia provides in depth, fully auditable metrics on how many conversations were handled, how many had to be escalated to a human agent, as well as reporting on how many conversations have been driven to a successful outcome.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 No
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
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Scheduled export of chat logs is deployed as part of solution implementation. obfuscation of data in log files happens pre-write; i.e. sensitive information is masked out before log files are created.

User will nominate a named individual(s) to whom the export will be automatically sent. Strict governance is implemented to ensure any named individuals are selected as part of change control only.
Data export formats Other
Other data export formats
  • Compressed text export
  • Encrypted, compressed text export
Data import formats Other
Other data import formats Data upload is not applicable for the Amelia software

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability IPsoft guarantees a 99% availability for Amelia. Increased availability can be requested and there are commercial options available to achieve this. IPsoft has a service credit scheme for any breached SLAs.
Approach to resilience Resilience is contractually committed to as part of the availability SLA. This resilience is achieved by a number of different methods including clustering and replication. Offline storage and cold restores are available as secondary continuity methods.

IPsoft's detailed business continuity and disaster recovery plan can be provided in full upon request.
Outage reporting IPsoft provides email alerts to a customer, as well as a dedicated account team that will proactively engage the customer in the event of a serious outage or service affecting incident(s).

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Strict RBAC is in place on server infrastructure in line with IPsoft security policies which can be provided upon request. Access to the Amelia user interface can be authenticated for end user access if requested. Superuser/administrator access that is required to train Amelia is controlled by strict RBAC in line with password control policy, which can be provided upon request.
Access restriction testing frequency At least once a year
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for User-defined
Access to supplier activity audit information Users receive audit information on a regular basis
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 Yes
Who accredited the ISO/IEC 27001 To be answered.
ISO/IEC 27001 accreditation date 24/07/2014
What the ISO/IEC 27001 doesn’t cover Locations outside of IPsoft offices or data centres.
ISO 28000:2007 certification No
CSA STAR certification No
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 Information Security within IPsoft is a separate and distinct functional unit reporting directly to the IPsoft CEO and BoD providing Policy, Process, Awareness, Governance, Investigation, Review and related tasks to IPsoft, IPsoft’s Clients and authorized third party Auditors.

The Information Security Group may review, capture or otherwise note any communication, data, instruction, document, behavior or activity which may violate the provisions of any IPsoft Policies, Contracts, Industry Codes, Standards and/or Laws.

Audit Logs and utilisation reports are used to monitor System activity and history for violations of Policy. Logs are retained for at least one year.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Amelia training is version controlled and cannot be promoted without fulfilling the built in change management criteria and process.

The Amelia platform and components therein are managed through our CMDB and change management processes to ensure that changes are understood, communicated, assessed, and completed in a considered way.
Vulnerability management type Supplier-defined controls
Vulnerability management approach IPsoft defined in house controls for vulnerability identification and assessment using HP webinspect to identify issues.
Protective monitoring type Supplier-defined controls
Protective monitoring approach External facing IDS systems monitor traffic and report anomalies to an ArcSight. All syslog messages are captured locally and processed via ArcSight. Alarms of appropriate severity are pushed into our proactive monitoring platform (IPcenter) and are responded to in alignment with our severity response table, which can be provided upon request.
Incident management type Supplier-defined controls
Incident management approach Incidents are recorded into IPsoft's incident management platform (IPcenter) where automated pre-defined processes are run to resolve issues if matching common issues. If no automation matches the incident, it is forwarded to our 24/7 incident support team and is addressed in line with our severity definitions and can be provided upon request.

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 £0.50 to £5.00 per unit
Discount for educational organisations Yes
Free trial available No

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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