Infosys Limited

Conversational AI

Infosys provides chatbot integration services with natural language processing which can understand user queries and reply accordingly. Chatbot can be a simple FAQ bot or knowledge bot or action bot which does some tasks in the backend. Having a bot as first touch point for customers reduces the response time.


  • Maintains user session and context – to serve back-and-forth
  • Chatbot learns from the training set provided by admin
  • Integrates easily with other applications via REST based APIs.
  • Understands user queries via underlying Open NLP algorithm.
  • Hosting on-cloud


  • Chatbot provides quick response to user queries
  • Requires very less human intervention
  • Capture user stories and perform sentiment analysis
  • Improved productivity while reducing costs


£1,100 a unit

  • Free trial available

Service documents

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G-Cloud 12

Service ID

7 7 0 4 0 9 0 9 5 4 6 6 8 0 2


Infosys Limited Peter Gill
Telephone: +44 7391393866

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
There are no known constraints in selecting our service.
System requirements
  • Processor : x64 Server Based CPU with 8 Cores
  • RAM : 8 GB
  • Disk Space : 100 GB
  • Operating System : Microsoft Windows Server 2012 R2
  • Internet Information Services 7.5
  • Microsoft .NET 4.6.1
  • Microsoft SQL Server 2012 Enterprise or higher
  • MS Visual Studio 2015 and above in Dev env
  • Processor : Intel Core i5 2.6 GHz & 8GB RAM
  • Microsoft .NET 4.6 & MS Office 2016

User support

Email or online ticketing support
Yes, at extra cost
Support response times
The ticket response time depends on the SLA agreed as per the contract signed between both the parties. This usually varies from 4 business hours to 24 business hours.
User can manage status and priority of support tickets
Online ticketing support accessibility
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Onsite support
Onsite support
Support levels
Support levels are as defined by SLA
Support available to third parties

Onboarding and offboarding

Getting started
"User Manual
Training at extra cost"
Service documentation
Documentation formats
  • PDF
  • Other
Other documentation formats
  • MS Word
  • MS Excel
End-of-contract data extraction
We do not store any customer confidential and transaction data.
End-of-contract process
At the end of contract period, we would do detailed training / knowledge transfer to the team who would take this over from our team as a transition plan.

Using the service

Web browser interface
Application to install
Designed for use on mobile devices
Service interface
Customisation available
Description of customisation
The users can modify the business logic/ UI as per the business requirements by making changes to the services.


Independence of resources
The solution architecture would be designed such that the infrastructure and the number of robots can be easily scaled up or scaled down according to the requirements.


Service usage metrics
Metrics types
Reports are generated with metrices such as bot utilization, exceptions, decision outcomes, and volumes. All activities like bot Activities, handling times, interactions, source applications, exception stack and performance etc. are recorded and saved for reporting and insights.
Reporting types
  • Real-time dashboards
  • Regular reports


Supplier type
Reseller providing extra support
Organisation whose services are being resold
BluePrism, UiPath, Automation Anywhere, Workfusion

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
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
Protecting data at rest
Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
We do not store any customer confidential and transaction data.
Data export formats
Other data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
Other protection within supplier network
AssistEdge uses SSL (HTTPS) for all web requests. Data in transit is encrypted and communications happen over HTTPS. All traffic between the client and the solution platform is secured via HTTPS and supports integration with SSL/HTTPS protocol for ensuring encryption of data in motion

Availability and resilience

Guaranteed availability
Based on SLA definition
Approach to resilience
Infosys designs solutions to be resilient and scalable. Depending on the platform, it provides disaster recovery, high availability and fallback capabilities through additional app-servers, reporting servers and databases servers depending on the scale of deployment.
Outage reporting
Solution are integrated with client monitoring and Alert systems and operate in compliance with client enterprise governance standards

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access is restricted by defining roles and assigning users in admin console.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
Access to supplier activity audit information
You control when users can access audit information
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
Bureau Veritas Certification. ISO/IEC 27001:2013
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Our certification covers all aspects of information security management in development, customization, implementation and maintenance of software products as well as associated infrastructure including cloud, support services and enabling functions as per business requirements.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
As per Client's protocols

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
"Provides systematic approach to control life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services. Change Management offers ITIL-aligned processes for normal, standard, and emergency change types.
Normal change: Follows complete change lifecycle including peer or technical approval, management, Change Advisory Board (CAB) authorization before being implemented, reviewed, closed.
Standard change: Frequently implemented, repeatable implementation steps, low risk, proven history of success.
Emergency change: Covers fix on fail or retroactive situations where impact to service has been experienced or fail situations where the impact to service is imminent if action is not taken."
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
As per Client's protocols
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
As per Client's protocols
Incident management type
Supplier-defined controls
Incident management approach
Infosys has a comprehensive Security Incident Response and Management procedure, which describes the steps to be taken for reporting, isolating, handling incidents and learning from security incidents. All incidents are captured by, and, reported to, respective departments and are handled according to the nature of the incident. Infosys’ security framework is aligned with the ISO27001:2013 information security management standard. Infosys is ISO27001:2013 certified. The external surveillance audits for the same are conducted on an annual basis by an independent third party audit agency (Bureau Veritas Certification-BVC).

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
Connected networks
Other public sector networks
Connection to any public network depends on the business needs.


£1,100 a unit
Discount for educational organisations
Free trial available
Description of free trial
We will happy to arrange a demo of the solution and also consider a use case for POC based on business requirements

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 Tell them what format you need. It will help if you say what assistive technology you use.