Synthetix Limited

Web Self-Service

AI powered web self-service that allows customers to ask questions using natural language. This reduces unnecessary contact to the organisation leaving you free to deal with customers that require human interaction, whilst improving customer experience (CX).

Features

  • AI powered FAQs
  • Real-time analytics
  • Comprehensive business intelligence dashboard
  • Customisable customer feedback survey
  • Editorial approval workflow
  • Fully responsive for mobile devices
  • Persistent availability; follows the customer through the website
  • AI learning through customer interaction
  • Uses Restful APIs for flexible integration
  • Fully customisable design to fit website style guide

Benefits

  • Reduces unnecessary contact by up to 25 %
  • Increases customer satisfaction scores / NPS
  • Instant management of content
  • Detailed understanding of customer
  • Simple integration into existing website
  • Webhooks allow integration with existing systems
  • Significant reduction of customer effort
  • Enables pre-contact resolution

Pricing

£35,000 a licence a year

  • 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 alastair@synthetix.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

6 7 5 1 7 7 6 6 1 7 2 9 3 1 4

Contact

Synthetix Limited Alastair Taylor
Telephone: 01279 555580
Email: alastair@synthetix.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
For planned maintenance we provide 7 day notice.
System requirements
A modern browser. Eg. IE 11 for console use

User support

Email or online ticketing support
Email or online ticketing
Support response times
Critical within 4 hours - 9am - 6pm weekdays; 9am - 5pm weekends
Urgent within 8 hours - 9am - 6pm weekdays only
Non urgent within 24 hours 9am - 6pm weekdays only
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
No
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Critical

The solution cannot be accessed at all. This will mean that the solution does not appear at all, or the template graphics appear but the knowledge content or customer interaction form doesn’t. This will mean that either the hosting infrastructure has failed or there has been a major software failure.

Urgent

The solution can be accessed but it is not performing as normal. The control panel cannot be accessed to make changes to the Knowledge-Base or see analytics.

Non-Urgent

The solution and control panel can be accessed. It may not be possible to run a report via the analytics.

Standard support is offered at 15% of annual licence fees

We have a dedicated team of support engineers
Support available to third parties
Yes

Onboarding and offboarding

Getting started
For integration into a website, we provide documentation and online training.

For use of the software we offer online training and documentation; we can provide onsite training at extra cost.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Via our online knowledge-base and help system
End-of-contract data extraction
We provide a CSV download of all data and content via our editorial component.
End-of-contract process
Our services can be terminated remotely by Synthetix, but we recommend the removal of any of our code from the webpages it was used on. All data is deleted from our servers.

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
Fully responsive, and features change dependent upon the device used.
Service interface
No
API
Yes
What users can and can't do using the API
All our services are available via our API, allowing users to design and integrate our services into their existing architecture.
Some services require significantly more knowledge to create than others and we will need to assess and accredit competence before allowing the user to build a live service.
Our editorial and analytics system would not be available for changes to be made through our API.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Design and integration options together with features can be customised for each instance.
Accredited API users will be able to customise many of the functions with core elements controlled by Synthetix.

Scaling

Independence of resources
We use AWS load balancing and auto-scaling on all our services, ensuring continuous delivery of service.

Analytics

Service usage metrics
Yes
Metrics types
All interactions with our services are recorded and made available in a user friendly dashboard. These can also be downloaded into a CSV format for use in third party services.
Reporting types
  • API access
  • Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
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
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
We provide a CSV download option in the system, together with our our analytics and editorial system for review.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Our standard services are guaranteed for 99.5% uptime with higher options offered at additional cost.
Approach to resilience
Available on request.
Outage reporting
On a dashboard and twitter feed.

Identity and authentication

User authentication needed
Yes
User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
Unique ID and two-factor authentication.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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
Yes
Who accredited the ISO/IEC 27001
Alcumus Isoqar (UKAS)
ISO/IEC 27001 accreditation date
28/03/2018
What the ISO/IEC 27001 doesn’t cover
Teleworking. Although most staff have the ability for remote working, they are no staff that can be classified as Teleworkers.
Cryptographic controls.
Policy on the use of cryptographic controls. The use of cryptography is not mandated by any agreement, policy or contract. It is an inclusive capability and function of the COTS (Commercial off the shelf) tools such as drop box, but not a core capability and is PKI rather than dedicated key issue. As such the organisation has no policy or control requirement for encryption.
Key Management – NO cryptographic keys are held by the organisation
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
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Available on request

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Available on request.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Available on request.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Available on request.
Incident management type
Supplier-defined controls
Incident management approach
Available on request

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£35,000 a licence a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Basic level platform limited to 2000 sessions per month. No bespoke design or integration options during the period. Maximum of 90 day trial period.

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 alastair@synthetix.com. Tell them what format you need. It will help if you say what assistive technology you use.