We Build Bots

IntelAgent: AI Chatbot & Customer Service Automation

Artificial Intelligence platform using chatbots and voice assistants to automate customer service processes. IntelAgent uses Natural Language Processing (NPL) and Machine Learning (ML) to reduce call-volumes whilst also improving the efficiency, cost-effectiveness and customer satisfaction of your customer-service(s). We also provide key management information, allowing you to continuously improve performance.

Features

  • Real time automation of customer service interaction(s) and processes.
  • Data visualisation, real time reporting and collection of management information.
  • AI Chatbot uses knowledge-based generation and predefined NLP frameworks.
  • AI Chatbot integrates with third-party APIs & existing CRMS.
  • Uses innovative NLP to improve and broaden responses to customers.
  • Utilises ML to maximise efficiency and mitigate recurrence of errors.
  • Monitors agent's responses so that they're inbuilt for future interactions.
  • Allows you to develop a bespoke dictionary/set of responses.
  • NLP integrates via sentiment scoring facility to monitor user experience.
  • Agent handoff with NLP routing, triage functionality available when necessary.

Benefits

  • Achieves substantial channel-shift, average call deflection rate 60%.
  • An agile solution that easily adapts to your changing needs.
  • Data visualisation makes performance tracking/ management accessible and efficient.
  • Flexible customer service approach with provisions for socialcare related/sensitive calls.
  • A service that runs 24/7/365, improving customer engagement levels.
  • Improved customer satisfaction, evidenced in a decreased abandonment rate.
  • Automated enquiries free up labour resources and improves cost-effectiveness.
  • An increase in firstcontact resolutions, increasing efficiency and customer-satisfaction.
  • Greater VfM, cheaper cost per call than comparable telephony solutions.
  • AI Chatbot integrable with 106+ languages, e.g. English, Welsh, Polish.

Pricing

£37000 per licence

  • Education pricing available

Service documents

G-Cloud 11

706770410382725

We Build Bots

Paul Shepherd

02920104959

paul@webuildbots.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 Communication channels including: Social channels e.g. Facebook Messenger, Skype, Slack, Twitter, Microsoft Teams, Live chat web plugin, Email, SMS, IVR.

CRMs including: Firmstep, Dynamics, Northgate.

Integrates with: Capita, AWS, MailChimp, Deloitte, PWC and more.
Cloud deployment model Private cloud
Service constraints No
System requirements Internet connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 2 hour response - Critical issues - 9am - 5pm Mon - Fri

4 hour response - Standard bugs 9am - 5pm Mon - Fri

24 hour response - Change requests 9am - 5pm Mon - Fri

Weekend response - Ad hoc based on severity
User can manage status and priority of support tickets No
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 We provide onsite support for integrated platforms, where internal systems are linked to our solution. Onsite support costs between £500-£1000 a day, depending on the resource required of the business. This would also dictate whether we send technical account managers or support engineers.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite training, online training and user documentation are all available.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction All unprocessed user data can be exported upon request.
End-of-contract process A 1 month hand-over period is included within the contract to assist with any data migration from our service along with a customer satisfaction survey and final analytical report.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service User interface optimised for handheld devices, with functionality remaining the same as is found in desktop versions.
Service interface No
API Yes
What users can and can't do using the API APIs are available for the following:

- Push API to send messages from a different channel to our supplied chatbot
- Access analytical data
- Manage workforce and user access
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The following can be customised:
- All chatbot content including language, text and media
- Colour scheme
- Avatar image
- Settings

These points can be updated within the platform by users with administrative rights.

Scaling

Scaling
Independence of resources Cloud servers that are load-balanced and scaled both vertically and horizontally autonomously when conservative resource thresholds are met.

Analytics

Analytics
Service usage metrics Yes
Metrics types In platform analytics cover a number of metrics:
- Total messages including sent/received over time
- Total number of agent interventions and intervention resolutions
- Customer metadata
- Aggregations
- Agent performance
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 Staff screening not performed
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 No
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 In-house
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Scale, obfuscating techniques, or data storage sharding
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 From within the platform, data be can selected by a number of parameters including:
- Metadata
- User specific data

This data can be exported as CSV or JSON.
Data export formats
  • CSV
  • Other
Other data export formats JSON
Data import formats
  • CSV
  • Other
Other data import formats JSON

Data-in-transit protection

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

Availability and resilience
Guaranteed availability 99.5% uptime availability.
In the rare occasion of extended downtime, refunds can be negotiated on a case-by-case basis.
Approach to resilience Use of third-party cloud hosting, service monitoring with alerts and both horizontally and vertically autonomously scaling servers with conservative resource thresholds. Automatic restarts in case of software failure. Firewalls, anti-malware and access management.
Outage reporting Service outages are reported via:
- Alerts on the dashboard
- API to our service endpoint
- Email alerts are sent to all clients

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Users are two-factor authenticated and can only access the software elements allowed by their predefined role. With the ability to allocate agents to teams, this ensures that they only have visibility of the customers they are required to assist.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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 At least 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for Between 1 month and 6 months

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 Yes
Any other security certifications Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards Cyber Essentials
Currently working towards ISO 27001
Information security policies and processes Documented information security policy on which all staff are trained and instructed to follow.

The CEO/CTO are responsible for Information Security with staff members reporting directly to the CTO.

Documents available upon request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All components are tracked through their lifetime by the monitoring of all services and information feeds to determine any potential future impact so we can act accordingly.

All client and product projects are tracked, risk assessed and designed. Designs are approved by C-Level staff and where applicable by the client before any changes are implemented. All changes are completed via managed sprints.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Potential threats are assessed via:
- Penetration testing
- Automated scanning for vulnerabilities
- Staying up to date with security/software updates and news
- In house weekly unit testing

Patches are deployed as soon as a vulnerability is detected and fixed.

Information is gathered from a number of cyber security blogs and feeds and our own internal tests.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Potential compromises are detected by:
- Resource monitoring
- Automated notifications from logging

Potential compromises are dealt with by:
- Identifying and isolating the issue
- Fixing the problem
- Resecuring the service via company wide password and SSH key resets
- Deploying a fix as soon as possible

Incidents are dealt with immediately upon discovery.
Incident management type Supplier-defined controls
Incident management approach Common events are dealt with through our internal incident management process.

Users report incidents via our ticketing system.

Incident reports and updates are sent to all users via their chosen communication method.

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

Pricing

Pricing
Price £37000 per licence
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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