CW Squared Ltd

Virtual Agent/Artificial Intelligence (AI) for Customer Services

Our AI Studio is a web-based platform that allows users to instantly create, manage and deploy Virtual Agents within our no-code environment. Our drag-n-drop interface means you focus on designing the best customer experience possible, while we take care of the rest. Our solution is telephony and contact centre agnostic.

Features

  • 24/7 Virtual Agent availability: citizen queries answered without queuing
  • Simple monthly pricing: fixed licence cost provides long-term confidence
  • PCI-DSS compliance: process payments without revealing information to agents
  • Tone analyser: recognize stressed or annoyed callers
  • Natural language processing: intent matching, entity extraction and dialog control
  • Industry leading voice quality: multi-language HD synthetic voice
  • Customer channel preference: e-mail, SMS, Social, Webchat
  • Automate common queries: planning applications, waste handling, parking permits, etc.
  • Appointment booking: citizens can book a time that suits them
  • Full integration with Google DialogFlow, Amazon Lex and IBM Watson

Benefits

  • Answer routine queries without tying up your contact centre staff
  • Virtual agents cost less than live agents and work 24/7
  • Supply answers from a web page or knowledge base
  • Integrate to booking systems for face-to-face appointments or callbacks
  • Contact centre and telephony agnostic: works with your existing systems
  • Leading Conversational AI to address high volume/low complexity calls

Pricing

£280 a licence a month

  • 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 public.sector@cw-squared.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 9 1 5 5 0 5 5 9 2 8 4 0 9 6

Contact

CW Squared Ltd Public Sector team
Telephone: 020 7167 4349
Email: public.sector@cw-squared.co.uk

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
Our virtual agent technology an act as a standalone service on a dedicated number, can integrate with your existing IVR menus or can fully replace your IVR. Interactions and integration are done at the PSTN layer, so our solution is totally independent of your existing contact centre and telephony infrastructure.
Cloud deployment model
Public cloud
Service constraints
Buyers will need to provide their own SIP trunks, or we can arrange for these via our partners at an extra cost.
System requirements
  • SIP trunks needed between the buyer's telephony and our SBC
  • G711 Codec: 90 kbps symmetric/call
  • G722 Codec: 90 kbps symmetric/call
  • G729 Codec: 35 kbps symmetric/call

User support

Email or online ticketing support
Email or online ticketing
Support response times
Target response times:
P1 -- 1 hour
P2 -- 4 hours
P3 -- 24 hours
P4 including requests for assistance -- 24 hours

Priority 1 and 2 requests should be submitted via Phone. Priority 3 and 4 requests should be submitted online.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
No
Support levels
Target response times:
P1 -- 1 hour
P2 -- 4 hours
P3 -- 24 hours
P4 including requests for assistance -- 24 hours

Priority 1 and 2 requests should be submitted via Phone. Priority 3 and 4 requests should be submitted online.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We are able to provide access to training materials (documents and videos) free of charge. We would recommend running on-site sessions at the buyer's premises to train the users who will be administering the system: usually we would recommend up to two half-day sessions for up to 6 staff per session. We are also able to provide Certified Engineer certification for your staff at additional cost. This is a 2-day course that can be delivered at the buyer's premises and culminates in a theory and practice exam. Depending on your organization structure we are able to provide a ‘train the trainer’ approach – we will tailor our training programme in collaboration with you, but we find end users respond well to using self-paced, web-based virtual training. Our assumption is that the system will be configured by a relatively small number of users, therefore we would recommend classroom training
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Training videos
End-of-contract data extraction
All log/interaction data can be exported to Excel or CSV.
End-of-contract process
We will work with you to extract log and interaction data from the system. Migration of virtual agents to another supplier's technology will be an additional cost charged at our standard rate card rates.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The configuration screens are optimized for use on a desktop device. The users will interact with the service using a fixed line or mobile phone.
Service interface
Yes
Description of service interface
Browser-based access to the system configuration.
Accessibility standards
None or don’t know
Description of accessibility
Can use standard browser-based controls including high contrast and screen readers.
Accessibility testing
None but planned for this year.
API
Yes
What users can and can't do using the API
Create a chatbot, list tasks, list prompts, update text-to-speech, update audio, get audio file, list variables, update variable values, list snapshots, export images, list call logs, list data stores by rows and ranges, add rows, update rows, update values, get values, upload audio, delete audio, get audio file, search, run workflow, update workflow, list formtypes, update values
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Our AI studio is designed to allow buyers to build and customize their own virtual agents and chat bots.

Scaling

Independence of resources
Solution is elastically scalable and hosted on Amazon Web Services in the UK

Analytics

Service usage metrics
Yes
Metrics types
We have a full reporting capability that is customizable by the end user, including a powerful Report Creator Wizard. All interactions with the Virtual Agent can be logged and reported on verbatim or sliced and diced by category, customer, time period, call duration, etc.
Availability metrics are also provided.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

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
Yes
Data storage and processing locations
  • United Kingdom
  • EU-US Privacy Shield agreement locations
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
Explicit overwriting of storage before reallocation
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
Exporting log data is accomplished by selecting the "Export to CSV" button at the top right of the screen. Chart data can be exported using the "Export Chart Data to CSV" or "Export Chart Data to Excel" buttons
Data export formats
  • CSV
  • Other
Other data export formats
Microsoft Excel
Data import formats
  • CSV
  • Other
Other data import formats
API

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Solution is browser based for administration but the virtual agents operate at the PSTN layer so do not interact with the buyer's network.
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
The service is available 99.9% of the time, using the formula [((total-nonexcluded-excluded)/(total-excluded))*100]>=99.9% where total means the total number of minutes in the calendar year; nonexcluded means downtime that is not excluded; and excluded means (1) Any planned downtime of which CW Squared gives 24 or more hours’ notice including via a conspicuous on-screen message in the service. CW Squared will use commercially reasonable efforts to schedule all planned downtime during the hours from 6:00 p.m. Friday to 3:00 a.m. Monday, US Pacific Time; (2) Any period of unavailability lasting less than 15 minutes; (3) Any unavailability caused by circumstances beyond CW Squared’s reasonable control, including, without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labour problems (other than those involving CW Squared employees), or third-party Internet service provider failures or delays. Should CW Squared fail to make the service available as set above in a calendar month, the customer may continue to use the service but receive a credit of a percentage of the recurring subscription fees applicable to such quarter in accordance with the following: 3% service credit for availability <99.9% to >=98%, 7% service credit for availability <98%
Approach to resilience
The service is hosted in AWS UK and makes use of AWS's resilience facilities.
Outage reporting
E-mail alerts or conspicuous on-screen message

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
We support three different type of accounts - admin, read/write and read only. Additional limits can be set if changes are being made via RESTful APIs.
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
  • PCI DSS
  • HIPAA

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
Our data centre security is reliant on our hosting provider, AWS UK, who hold ISO 27001 certification

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Each change is initiated as a Request – better known as a "Request for Change (RFC)”. This request will also serve as a record and as evidence that a particular change has been requested. The change can be initiated internally or externally, and will be registered in a specific form on the support portal. The RFC is received by a person who is responsible for analysing it, so this person is the first filter. This person is responsible for studying the details of the request and identifying the potential impact to the business, including economic and information security impact.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We use OWASP, Open Web Application Security Project, tools to perform vulnerability testing. The OWASP method is based on the black box approach. The tester knows nothing or has very little information about the application to be tested. Once a potential threat is identified it is sent through the RFC process to ensure we follow our processes and anything that has a business critical impact is addresses as a top priority.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We use OWASP, Open Web Application Security Project, tools to perform vulnerability testing. The OWASP method is based on the black box approach. The tester knows nothing or has very little information about the application to be tested. Once a potential threat is identified it is sent through the RFC process to ensure we follow our processes and anything that has a business critical impact is addresses as a top priority.
Incident management type
Supplier-defined controls
Incident management approach
All incidents are logged and tracked through our online helpdesk portal. Any new incidents reported via email/phone/chat will be logged as a new ticket with all relevant information. All updates are provided via email through the helpdesk and phone calls where necessary. Each ticket is handled by the 1st line team and escalated to other teams as required.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£280 a licence a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
We'll provide you two free agents for two weeks to let you get started automating customer interactions.

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 public.sector@cw-squared.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.