ICS.AI LTD

Cognino Voice Transformation

Create your digital assistant ready for a 'voice first' channel such as Alexa and Google Home and through integration with Office 365, for your day to day productivity requirements. Cognino creates dynamic 'voice first' duplex questions and answers, with the possibility of thousands of navigational paths for all your tasks

Features

  • Cognino works for employees and customers
  • Vice first engagement with your cuosmters and employees
  • query through natural lnaguage question and answers
  • Automated summarisation of content for voice
  • Understands the intent and context of the user

Benefits

  • Turns your content into a conversational workflow
  • Users ask questions and get answers using natural language
  • Always up todate even when your data changes
  • Simplifies user experience through conversational workflow
  • Works across any data, structured or unstructured
  • Delivers a personalised service for all users
  • Benefits users who are older or have accessibility issues

Pricing

£50000 per licence per year

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

676169144878578

ICS.AI LTD

Lorna McLelland

01256 403800

lorna.mclelland@ics.ai

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to FLEX AI chatbots
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints No
System requirements
  • Microsoft Azure Cognitive Servcies
  • Linux Server xyz
  • Etc
  • Etc

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The response time is either 24 hour or 72 hours, depending on the contract signed by the client and applies during working hours from Monday to Fridays
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 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels The Support levels are as follows and the SLA for an Urgent issue is a fix or workaround within 24 hours or 72 hours, depending on the contract.

1.Urgent - System not responding or critical function loss that affects all users
2. High - A function loss that causes significant disruption to business and users
3. Normal - Function loss that affects some users but will not stop them from being able to do other tasks
4. Low - A cosmetic issue or a minor function loss that affects some users
This service, up to an agreed number of hours per month is included in the cost of the Licence for the Citizen Services bot. Additional support hours can be purchased if required."
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Provide Onsite Training, Online Training and User documentation
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction The data is completely owned by the users, and they own it within their own Cloud hosting subscription. They can always archive and decommission the data.
End-of-contract process The License can be extended for agreeable period, with a mutual contract in place. In the case of contract termination, Cognino can be decommissioned after extracting all the user data.

Using the service

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 None
Service interface No
API No
Customisation available No

Scaling

Scaling
Independence of resources Cognino using multi-tenant, parallel processing to interact simultaneous users concurrently

Analytics

Analytics
Service usage metrics Yes
Metrics types Cognino provides extended usage metrics using standard Power BI and raw data for any other data visualisation.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
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
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 every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
Other data at rest protection approach We store and protect data using the Microsoft Azure Cloud compliance certificate which complies with all the global and UK standards and compliance.
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 importing and exporting
Data export approach Using REST APIs users can export data from COGNINO Engine. These are secured protocol to export data from hosted cloud database.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats REST
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats REST

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network We confirm to Government standards of data protection and encryption policy according the individual organisational needs.

Availability and resilience

Availability and resilience
Guaranteed availability We use Microsoft Cloud service level agreement of availability, which is 99% uptime
Approach to resilience The Cloud services are designed with builtin resilience services
Outage reporting A Public Dashboard, API with outage , Email alert

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)
  • Username or password
Access restrictions in management interfaces and support channels System defined access management
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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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 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

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date Solution hosted in Microsoft Azure
CSA STAR certification level Level 5: CSA STAR Continuous Monitoring
What the CSA STAR doesn’t cover N/A
PCI certification Yes
Who accredited the PCI DSS certification Hosted in Microsoft Azure
PCI DSS accreditation date N/A
What the PCI DSS doesn’t cover N/A
Other security certifications Yes
Any other security certifications Cyber Essentials Scheme (Basic Tier)

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
Information security policies and processes Microsoft Azure Security policy are compliant to most of the global Information security policy that we adhere to.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach We follow CICD process using Visual Studio, Jenkins and Azure Cloud deployment process
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach We host, store , access all our service through Microsoft Cloud Service , which is always green and patched with latest software updates and security.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach We are using existing Microsoft Cloud threat management and monitoring services. Which are managed through monitor and command centre
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach We have standard incident management process and follow Microsoft Azure Cloud standard process along with all the reporting

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 £50000 per licence per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Limited period access to fully featured demo environment

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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