Mobile Edge UK

Smart Chat Framework

AI Chat service for Amazon Echo, Facebook and websites. AIML (version 2.0) is used to provide a common knowledge base, providing consistent responses across all channels. Can link to trained neural networks and authentication (IDV) services for account and status checking.


  • Smart bot service using AIML files and Neural Networks
  • Fully hosted Smart Bot service
  • Interchange AIML files
  • Channel support for Amazon Echo Skills
  • Channel support for Facebook chat
  • Channel support for Website and mobile chat
  • Linking to your external API services for information and authentication


  • Consistent communication across multiple chat channels
  • Learning and adapting system
  • Internal staff can monitor progress and outcomes of system
  • Provide self service for users by linking to existing APIs
  • High Availability
  • Scalable solution on multiple channels


£100 to £1500 per unit per month

  • Free trial available

Service documents

G-Cloud 11


Mobile Edge UK

David Rhodes

0203 384 27 27

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints None
System requirements
  • Internet access
  • Existing API keys for third party services (Amazon Echo, Facebook)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We provide Monday to Friday 9-5 email support at no charge. Other options are available on request
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
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 Web chat is available through our support site Mon-Fri, 9-5. Other options are available on request.
Web chat accessibility testing None
Onsite support Yes, at extra cost
Support levels We can provide 1st and 2nd level onsite support.
The costs would vary depending on the client requirements.
We would provide a cloud support engineer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide end-user and admin documentation. Training and train-the-trainer courses can be provided if required.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The client uses the portal to extract their data.
End-of-contract process Service closure is included in the price. It is the responsibility of the client to retrieve their data through the online portal.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices Yes
Differences between the mobile and desktop service A javascript framework is supplied that is reactive to Mobile devices and Desktops.
Service interface Yes
Description of service interface We provide a REST service to the backend data
Accessibility standards None or don’t know
Description of accessibility Users have access to all functionality regarding their data.
Accessibility testing None
What users can and can't do using the API API framework allows other channels to use the Smart Chat service. These include channels for Amazon Echo Skills, Facebook and REST/JSON interfaces for the Javascript chat services.
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation A Smart Chat knowledge portal allows the users to load data, load AIML files and to configure business rules that change the behaviour of the chat service. Individual channels can be controlled through the single portal.

The system can be configured to link to external services, such as authentication (IDV) services, information service or specific customer services, for example a status on a claim etc.


Independence of resources The service is constantly monitored and architected to allow the solution to scale out has demand increases.


Service usage metrics Yes
Metrics types The framework includes a 'dashboard' mechanism that allows the user to obtain numerous metrics. In addition, metrics are available for many of the sub-systems if they are installed.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

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 Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Encryption of all physical media
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 importing and exporting
Data export approach Through the online portal, the client can export their data, this includes AIML files and business rules.
Data export formats
  • CSV
  • Other
Other data export formats
  • AIML
  • PDF
Data import formats
  • CSV
  • Other
Other data import formats
  • AIML
  • Unstructured text used to generate AIML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • IPsec or TLS VPN gateway
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Our SLA is 99.99%, each hour outside this SLA is refunded back on a per hour basis, in proportion to the total hours for the month for the cost of the service. With a maximum compensation of 60% of the total monthly service.
Approach to resilience This information is available on request
Outage reporting Alerts are forwarded to the user; these can be dispatched via email and/or SMS

Identity and authentication

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 Management and support networks are isolated from the application network. The framework contains an in-depth role-based access control (RBAC) mechanism. Users are defined roles and their access is further limited to specific functionality.
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

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 We are aligned to ISO27001. As a small company we have not yet gone through the formal certification process yet.
Information security policies and processes We have an ISO27001 ISMS and supporting document set that contains our own policies and procedures for items suach as anti-virus policy, user password policy and incident response. We have had some of this validated via the Cyber Essentials scheme.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All code is checked into one of the GIT repositories in use. The solution is split into various repositories, with one being used for configuration information. A continuous build process controls the solution deployment. In-house processes control change management.
Vulnerability management type Undisclosed
Vulnerability management approach Import security updates for the underlying OS are obtained from recognised sources. These updates are installed immediately. Any patches required for our in-house code are deployed after rigorous testing.
Protective monitoring type Undisclosed
Protective monitoring approach We monitor numerous log files to identify any potential compromise and respond to these immediately. No comprimises have occured to date, but if they were to occur, we would resond to these immediately.
Incident management type Undisclosed
Incident management approach Users report incidents via an online ticketing system. Pre-defined process are followed for common events, such as end-user password resets. The support system has a number of pre-defined reports that show the status of any incidents.

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


Price £100 to £1500 per unit per month
Discount for educational organisations No
Free trial available Yes
Description of free trial The free/trial version is a fully functional service that allows the user to carry out any task. The trial period is agreed after discussion with the user and can be ajdusted to suit their requirements.

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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