FILAMENT CONSULTANCY GROUP LTD

Enterprise Bot Manager

Software to effectively manage, monitor and scale chatbot programs, supported by a passionate team of conversational AI specialists to help you get the most out of this technology. Used by well known UK Brands & Charities including Tesco, the NSPCC & Rentokil Initial.

Features

  • Real-time reporting
  • Remote access
  • Enterprise ready
  • Advanced analytics
  • Auditing & Logging
  • Define handovers to humans or other bots
  • Human Handover
  • PII Masking
  • API Integration ready
  • Visual conversation builder

Benefits

  • Helping enterprise teams to easily create, manage and scale bots
  • Ownership of IP and data
  • Empower teams to collaborate on creating and improving bots
  • Pinpoint and track high impact content areas
  • Supervised learning of misunderstood responses
  • Get user feedback and survey users
  • API first approach means that it's easy to integrate
  • Omni-channel: Your bots can go wherever your customers are
  • Protect sensitive data, EBM uses secure PCI/PII masking
  • Complies with e-discovery and IS policies

Pricing

£750 to £3,000 an instance a month

  • 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 doug.ayres@filament.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 7 4 0 1 2 3 8 2 4 7 6 8 3 3

Contact

FILAMENT CONSULTANCY GROUP LTD Douglas Ayres
Telephone: +44 0203 925 4103
Email: doug.ayres@filament.uk.com

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
Live chat services
RPA / IPA Systems
Any API
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints
No specific contraints - our technology can be run on premise and in the cloud of any web service provider (AWS, Azure, GCP etc)
System requirements
  • N/A
  • N/A

User support

Email or online ticketing support
Email or online ticketing
Support response times
It depends on the SLA we agree with the customer. It's very flexible
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
3 levels of support.

24 hour response time
12 hours response time
With 1 hour

Cost depends on license fee paid for product and is very customisable.

We provide technical account managers /support engineers
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide online training, user documentation and demonstrations
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
They can download it all as JSON/CSV files - our software is usually deployed on the customer's cloud so we don't have ownership of any of the data.
End-of-contract process
Price of the contract includes access to the software and where applicable, a monthly managed service fee (case by case). Hosting cost is variable dependent on the amount of usage and therefore this is charged to client at cost if we provide the hosting for them (rarely).

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
The chat interface can be accessed via mobile and desktop in browser. The product to build chatbots is optimised for desktop.
Service interface
Yes
Description of service interface
There is user interface/dashboard to build, manage and deploy chatbots as well as a chat widget for end customers (and for testing).
Accessibility standards
None or don’t know
Description of accessibility
The service is accessed via a users web browser
Accessibility testing
We haven't done anything specificially.
API
Yes
What users can and can't do using the API
EBM provides a number of available APIs, some of which are available via API keys for the purpose of building additional functionality while others are user based and require appropriate user authentication. The functionality provided by these APIs spans a wide range of the product functionality meaning that the majority of actions you can perform via the user interface, can also be done via the API. Each API adheres to the same user permissions present in the User Interface and as such certain APIs can not be used by certain roles in order to prevent the integrity of the data. All of our APIs are documented, including the input and output data schemas for each API.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The front end widget that users see - This can be customised with regards to appearance / design and what it does. User Admins can customise the widget design.

Scaling

Independence of resources
Each client gets their own instance of the software - it is not multi-tenancy.

Analytics

Service usage metrics
Yes
Metrics types
Sessions - number and time
Messages
Intents ranking
API Calls
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 Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
Other locations
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
No
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Via user interface of product as JSON & CSV files
Data export formats
  • CSV
  • Other
Other data export formats
  • JSON
  • XML
Data import formats
Other
Other data import formats
JSON

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Due to the software being hosted on clients servers, we aren't accountable for uptime - 3rd party services are out of our control also so we can't make guarantees other than those given by providers (99.7% up time on average).
Approach to resilience
This is the clients infastructure so not our remit.
Outage reporting
An API

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Management of the application is controlled via application accounts with roles / permissions, authenticated with usernames and passwords. Access credentials to third-party APIs are encrypted in the application database.
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
Users contact the support team to get audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users contact the support team to get 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
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

Named board-level person responsible for service security
No
Security governance certified
No
Security governance approach
TBC
Information security policies and processes
TBC

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Cloud deployment configuration and application configuration is managed and reviewed internally via source control.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We're signed up as members of the Cyber Security Information Sharing Partnership (CiSP) to aid in early warning of cyber threats. We typically deploy patches within two days of initial detection.
Protective monitoring type
Undisclosed
Protective monitoring approach
In the event of a compromise being detected the appropriate personnel are informed, effected customers are notified. Internal incident procedures are enacted. We typically respond to an incident with 5 hours, within UK working hours.
Incident management type
Supplier-defined controls
Incident management approach
To report an incident the customer would contact their Customer Deliver Manager via electronic messaging or telephone. Incident reports in an electronic format and are tailored to the particular customer and incident.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£750 to £3,000 an instance a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Free trial for 3 months - full software
Hosting not included
Deployment not included

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 doug.ayres@filament.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.