Learning Pool Ltd

Otto smart assistant chatbot

Otto “smart assistant” chatbot. Ask a question and it replies with relevant information. The same as asking a knowledgeable colleague, without having to disturb a real person!

If it does not have a direct answer, it will deep dive into your documents and courses and recommend links to help you.


  • Chatbot-driven knowledge solution
  • Google DialogFlow editor
  • Understands natural language queries
  • Interrogates document collections (Word, Sharepoint, Closed Caption Video)
  • Basic LMS features
  • Web-based pop-up
  • Embeds in enterprise collaboration tools (Facebook Workplace, Microsoft Teams, Slack)
  • Web-app
  • Learner dashboard
  • Learning Record Store


  • Point of need learning creates a performance support tool
  • Push-based microlearning increases knowledge retention
  • Natural language document search integrates knowledge and learning
  • Collaboration tool embed links people knowledge with online learning
  • Flexible learning record store allows for customer management dashboards


£2000 to £79500 per instance per year

  • Education pricing available

Service documents

G-Cloud 10


Learning Pool Ltd

Lyndsay Dare

0207 101 9383


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints N/a
System requirements
  • Entirely SaaS based, requires a working supported browser
  • Browsers - IE9+, Firefox4+, Chrome11+, Safari5+, iOS, Android
  • Client-side Javascript enabled for admin pages
  • Computer - Windows Vista/Windows 7 or above
  • Computer - MacOS X 10.5 or above, Modern Linux variant
  • Cookies only store session information

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support response times

Cases are subject to established service levels: Level 1: Response within 30 minutes Level 2: Response within 1 hour Level 3: Response within 6 hours Level 4: Response within 12 hours. Our helpdesk is open 7 days a week.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), 7 days a week
Web chat support Yes, at an extra cost
Web chat support availability 9 to 5 (UK time), 7 days a week
Web chat support accessibility standard WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing We are currently testing web chat with assistive technology users and will release this to our customers as soon as possible.
Onsite support Onsite support
Support levels Cases are subject to established service levels: Level 1: Response within 30 minutes Level 2: Response within 1 hour Level 3: Response within 6 hours Level 4: Response within 12 hours Our helpdesk is open 7 days a week. All support costs are included in the cost of our subscriptions. No limits are applied to support requests. Customers receive a service that is led by one of our Learning Consultants who are responsible for helping customers get the most from their Learning Pool Service. In addition customers benefit from the support of our helpdesk team who are responsible for handling day to day cases.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Learning Pool can get you started with Otto, and will manage the process of getting the chatbot functionality connected to your LMS as required. Full administrator can also be provided as required.
Service documentation Yes
Documentation formats
  • ODF
  • PDF
End-of-contract data extraction Learning Pool services are primarily based on open source technology so customers do not suffer from vendor lock in. All data regarding employee completion of learning remains within your LMS.
End-of-contract process As mentioned, we do not tie in our clients to using our service. Learning Pool will work with your organisation to provide a smooth transition, and there is no additional cost applied for this exit service.

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+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service All product features have been designed for mobile using responsive web technologies.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Our solution and its output have been tested to ensure that it meets WCAG 2.0 AA requirements.
Customisation available No


Independence of resources Our infrastructure is built on a highly scalable architecture and we can meet your needs. We have internal controls to monitor server load and usage and more capacity is added where required. Each customer is provided with their own instance in our infrastructure, so the demands of other clients will have little to no impact on the smooth running of your service.


Service usage metrics No


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 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 Another external penetration testing organisation
Protecting data at rest 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 All data will be held within your LMS system.
Data export formats
  • ODF
  • Other
Other data export formats
  • MS Word
Data import formats ODF

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability Customers enjoy a 99.997% uptime guarantee. We have consistently achieved this over the last 3 years.
Approach to resilience Learning Pool services are hosted in modern cloud hosting environments and our hosting providers carry all the expected accreditations. Our hosting architecture is designed with scale in mind and we are happy to provide customers with the detail on this at any time.
Outage reporting We report outages through our private customer dashboard and through email alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
Access restrictions in management interfaces and support channels Access to all our systems are restricted based on industry standard access control rules. This is routinely audited as part of our ISO 27001 accreditation.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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 have access to real-time audit information
How long user audit data is stored for Between 6 months and 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for Between 6 months and 12 months
How long system logs are stored for Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 SGS United Kingdom Ltd
ISO/IEC 27001 accreditation date 18/12/2013
What the ISO/IEC 27001 doesn’t cover Not sure
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We are committed to meeting the requirements of information security good practice, and seeking ways in which we can improve our security to mitigate new risks. To this end, we maintain an Information Security Management System (ISMS) which has been assessed and certified as meeting the requirements of ISO/IEC 27001:2013 The objectives of our Information Security Management System are based on a continual formal risk assessment process. Having identified and assessed risks to ourselves, and our customers, we select and resource specific information security controls. These are summarised in our current Statement of Applicability. Everyone within Learning Pool has an important role to play in maintaining security of information, each with their own specific tasks, and responsibilities. We support staff efforts to secure information through continual staff training and awareness activities. Our ISMS is subject to annual review to ensure that at a strategic level we address the evolving information security threats and objectives needed for the organisation to be successful. The ISMS scope covers the provision and protection of hosted learning management platforms, content and tools, customer and company and associated infrastructure. The management and monitoring of hosted service providers and the development of software solutions and mobile applications.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Our product manager retains responsibility for all change management requests and this process is managed through robust systems supported by Jira. Once a change has been accepted for development it goes through our QA process which assesses the impact of the change across a range of issues including security.
Vulnerability management type Supplier-defined controls
Vulnerability management approach As part of our ISO-27001 ISMS processes we maintain a risk-register, where we continually access risks/threats to our service. We deploy patches immediately if we determine that the venerability is high risk. We have subscribed to several reliable forums and we get an external party to provide penetration testing to identify potential risks.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We have monitoring in place using Monit to alert our system admin team, which sends messages via email and SMS. We access the severity of the risk and determine the appropriate remediation. We triage all monitored alerts immediately, which are risk accessed.
Incident management type Supplier-defined controls
Incident management approach Incidents are recorded in our incident management software (JIRA)

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No


Price £2000 to £79500 per instance per year
Discount for educational organisations Yes
Free trial available No


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
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