Frequently Asked Questions
Clear answers to help you make the right decisions.
Discover how Sum Vivas Digital Assistants can improve customer experiences, reduce routine work and deliver measurable business value. Explore the questions that matter to you, from getting started and choosing the right solution to understanding costs, security and ongoing support.
Why us
What does Sum Vivas do?
Sum Vivas builds, manages and continually improves AI Digital Assistants that help businesses support customers, handle everyday requests and reduce repetitive work. Our fully managed service brings together customer communication, business integrations and reporting to help organisations operate more efficiently.
How is Sum Vivas different from a traditional chatbot?
Traditional chatbots typically focus on answering questions. Our Digital Assistants can also carry out agreed tasks, connect with your business systems and involve your team when personal attention is needed. Sum Vivas manages the service, while Cortex provides reporting on performance and business value.
Will a Digital Assistant replace our people?
Our Digital Assistants are designed to work alongside your team. They handle routine enquiries and everyday tasks, giving your people more time for customer relationships, complex requests and work that needs human judgement.
Why choose a managed service instead of building our own AI solution?
We take care of building, launching, managing and improving your Digital Assistant. You retain control of your business priorities and customer experience, without taking on the day-to-day responsibility of operating the technology.
What are the main business benefits?
Digital Assistants can improve response times, provide support outside office hours, reduce repetitive administration and make services easier to access. Cortex helps you measure performance, estimated time and cost savings, and return on investment.
Do you have examples of businesses already using your services?
Yes. Sum Vivas works with organisations across customer service, events, visitor destinations and other sectors. We can share relevant examples and available customer results to help you understand how a Digital Assistant could support your business.
Are Digital Assistants suitable for smaller businesses?
Yes. The right starting point depends on your enquiry volumes, customer needs, available budget and the tasks you want to improve. We'll help you assess whether a Digital Assistant is commercially worthwhile for your organisation.
Solutions
Which industries do you support?
Our five solutions are FanAssist, VisitorAssist, CustomerAssist, PropertyAssist and HealthcareAssist. Each is designed around the needs of its sector, while drawing on the same managed Digital Assistant capabilities.
What if our business doesn't fit one of those sectors?
We can still explore your requirements. Our Digital Assistants can support a wide range of customer-facing activities, and we'll assess whether our capabilities are a suitable fit for your business.
Do we have to choose only one solution?
No. Your Digital Assistant can support different services, customer groups or business activities. We'll work with you to identify the right combination for your organisation.
Can we start small and expand later?
Yes. You can begin with one priority service or customer channel and introduce additional capabilities as your needs grow. Any expansion is planned around your requirements, performance and budget.
Is every capability available immediately?
Not necessarily. Some capabilities are established and available for configuration, while others require integration or bespoke development. New sector solutions may also be at different stages of readiness. We'll explain what's available and agree the scope before proceeding.
How much does a Digital Assistant cost?
Pricing depends on your requirements, chosen channels, expected usage and any integrations needed. We provide a clear proposal showing implementation costs, ongoing charges and any additional services, so you can assess the investment before committing.
Are there unexpected charges?
Our proposals explain the agreed service scope, fees, usage arrangements and any identified third-party costs. If additional work is required, we'll discuss the requirements and associated charges before proceeding.
Getting Started and Implementation
Where should we start?
Start with a business challenge that matters. This could be repetitive enquiries, missed customer opportunities, bookings or time-consuming administration. We'll help you identify a practical starting point and agree what success should look like.
How long does implementation take?
Timescales depend on your requirements, the information available and any systems that need connecting. We'll agree a delivery plan with you, including the main activities, responsibilities and expected launch date.
What do we need to provide?
We'll help you gather the information your Digital Assistant needs, including business details, customer questions, service requirements and brand preferences. Where relevant, we'll also agree the necessary system access, permissions and testing arrangements.
Do we need technical expertise?
You don't need to become an AI expert. Sum Vivas manages the technical implementation and ongoing service. We'll work with the appropriate people in your business where information, systems or approvals are needed.
Will implementation disrupt our existing operations?
We plan deployment around your business, with testing and approval before launch. Our aim is to introduce the service smoothly while minimising disruption to your customers and team.
Can we test our Digital Assistant before it goes live?
Yes. Testing forms part of the implementation process. You'll have the opportunity to review the agreed information, customer journeys, responses and actions before the service is approved for launch.
What happens after launch?
Sum Vivas continues to manage, monitor and improve your Digital Assistant. We review performance, manage agreed updates and work with you to identify opportunities for improvement.
Can we make changes after launch?
Yes. Your business and customer needs will evolve. We can update approved information, adjust agreed processes and assess additional capabilities as part of the ongoing service arrangements.
Fully Managed Digital Assistants
What is an AI Digital Assistant?
An AI Digital Assistant is a service that helps customers find information, ask questions and complete everyday requests through natural conversations. Depending on its configuration, it can communicate through text, voice or a visual character and carry out agreed actions in connected business systems.
Does our Digital Assistant need a face or avatar?
No. You can choose a text-based, voice-based or visual experience to suit your customers and communication channels. A visible character is an option, not a requirement.
Can it reflect our brand?
Yes. Your Digital Assistant can be personalised with your business name, communication style, voice and visual appearance where supported. We work with you to create an experience that feels consistent with your brand.
Can it answer questions about our specific business?
Yes. Your Digital Assistant uses your approved business information to answer questions about your products, services, processes and other relevant subjects.
Can it complete tasks rather than simply answer questions?
Yes. With appropriate connections and permissions, it can support tasks such as making bookings, raising requests, capturing enquiries and accessing information through your existing systems.
What happens if it doesn't know an answer?
Your Digital Assistant follows agreed guidance when information is unavailable. It can explain the limitation, offer an alternative or direct the enquiry to your team rather than inventing an answer.
Can customers ask questions naturally?
Yes. Customers can use everyday language rather than selecting from rigid menus or predefined questions. The Assistant interprets their requests within its approved knowledge and service boundaries.
Can it work outside normal office hours?
Yes. Your Digital Assistant can provide support 24 hours a day through the channels configured for your business. Requests that need human attention follow the agreed handover or follow-up arrangements.
Does it learn and change its answers automatically?
Business information and service changes are managed through agreed controls. Cortex helps identify improvement opportunities, while updates to your service follow the appropriate review and approval arrangements.
Can it manage large numbers of enquiries?
The service can be configured around expected demand and usage requirements. We'll assess capacity, usage allowances and any periods of unusually high demand during planning.
Cortex Reporting & Analytics
What is Cortex?
Cortex is our reporting and analytics platform. It helps you understand customer demand, monitor how your Digital Assistant performs and measure the value the service delivers to your business.
What can Cortex measure?
Cortex provides insights into customer enquiries, completed requests, handovers, service quality and changing demand. It also supports reporting on estimated staff time saved, cost savings and return on investment.
How do we know whether our Digital Assistant is successful?
Success depends on what you want to achieve. Cortex helps you assess performance against relevant measures, such as requests completed, customer support outcomes, staff time saved and estimated financial value.
Can Cortex measure return on investment?
Yes. Cortex provides ROI calculations using relevant service activity, time and cost assumptions, and the cost of your Digital Assistant. The calculations help you understand the estimated financial value generated by the service.
Are reported savings actual financial savings?
Cortex distinguishes measured activity from calculated estimates. Time saved and associated cost savings can demonstrate potential efficiency value, but actual reductions in expenditure depend on how those benefits affect your business operations.
Can Cortex help us improve customer satisfaction?
Cortex can highlight common questions, service outcomes and potential areas for improvement. This information helps you make better decisions about customer support, although inferred satisfaction indicators are not the same as direct customer feedback.
Can we see which channels customers use most?
Yes. Where configured, Cortex provides reporting across channels, helping you understand where enquiries originate and how demand changes over time.
Can we compare different branches or locations?
Where your deployment supports multiple locations, reporting can help you understand demand and service activity across them. The available comparisons depend on your agreed configuration.
Who can access Cortex?
Reporting access is configured around your organisation's requirements, giving authorised people access to the information relevant to their roles.
Can Cortex help us identify new business opportunities?
Yes. Customer questions, recurring requests and emerging trends can reveal areas where your business could improve services, provide better information or explore new opportunities.
Business Integrations
What is a business integration?
An integration connects your Digital Assistant with an existing business system, allowing it to access approved information or complete agreed actions. This helps turn customer conversations into practical outcomes.
Can you connect to our CRM?
We can assess connections with a wide range of CRM and customer management systems. Available functionality depends on the system, its integration options and the permissions agreed with your business.
Can it work with our booking or appointment system?
Where suitable connections are available, your Digital Assistant can check information, capture booking requests or complete approved booking activities.
Can you connect to our own bespoke system?
Potentially. We'll assess the system, available connection methods and your requirements before confirming feasibility, timescales and costs.
Does an integration give the Digital Assistant unrestricted access?
No. Your business agrees which information can be accessed and which actions can be performed. We configure connections around approved permissions and business processes.
Can it update customer records?
Where the required integration, identity checks and permissions are in place, your Digital Assistant can perform authorised record updates.
What happens if a connected system is unavailable?
Your Digital Assistant follows an agreed fallback process. It can explain that the task could not be completed and provide an appropriate next step rather than incorrectly confirming success.
Are all integrations included in the standard service?
No. Some connections use established capabilities, while others require configuration, third-party access or bespoke development. Requirements and costs are agreed before implementation.
Customer Touchpoints
Which customer channels do you support?
Our available channels include websites, phone, WhatsApp, Facebook Messenger, Instagram, email, SMS and interactive SmartKiosks. Integration with an existing app can also be assessed.
Do we need every channel?
No. Start with the channels that matter most to your customers and business. Additional channels can be introduced when they deliver practical value.
Can customers receive consistent answers across channels?
Yes. Your approved business information can support multiple channels, helping deliver a consistent standard of service wherever customers connect.
Can a customer start on one channel and continue on another?
This is possible in some configurations, but it is not automatic. Recognising customers and transferring conversation history requires appropriate identity, consent and system arrangements.
Can customers speak rather than type?
Yes. Voice conversations are available on supported and configured channels, allowing customers to communicate in a way that suits them.
Can our Digital Assistant speak different languages?
Yes. Our Digital Assistants support multilingual communication. The languages and communication options available are agreed for your deployment.
What is a SmartKiosk?
A SmartKiosk is an interactive screen that brings your Digital Assistant into a physical location. It can welcome approaching visitors, answer questions through spoken interaction and provide helpful information and guidance.
Does a SmartKiosk need a member of staff to operate it?
A SmartKiosk is designed to provide self-service assistance without requiring someone to operate it for every interaction. Your team remains available for matters needing personal support, while Sum Vivas manages the Digital Assistant service.
Is every channel included in the standard price?
Channels are selected as part of your agreed service. Additional setup, provider or usage charges may apply depending on the options chosen, and these are explained in your proposal.
FanAssist
Can fans use it outside staffed hours?
Yes, where continuous availability is included in the service design. Live updates and human responses still depend on the relevant systems and teams.
Can it sell or amend tickets?
Only where the ticketing system, permissions and agreed workflow support those actions.
Can event teams update information?
The update process, approval owners and urgent-change route are agreed before the event.
Does it manage emergencies?
No. It provides the agreed emergency signposting and escalation route; it does not replace event control or emergency services.
VisitorAssist
Can it speak other languages?
Yes. It understands and replies in many languages. Critical information is checked in each language before launch.
Does it work on a kiosk as well as the website?
Yes. The same Assistant, with the same approved knowledge, runs on your website, messaging channels and SmartKiosks.
Can it give live travel information?
It can look up bus, tram, ferry and train timetables, journey plans and live UK train departures where those sources are connected.
Who keeps the information up to date?
Your team approves the information. One update reaches every channel and kiosk at once.
CustomerAssist
Can it recommend products?
It can help customers compare approved options against their stated needs. The scope depends on the product information available.
Does it know live stock?
Only where connected to a reliable stock source. Otherwise it must explain how availability can be checked.
Can it process returns?
It can explain policy and capture requests; completion depends on the authorised workflow.
Will it offer discounts?
Only offers and actions specifically approved for the deployment.
PropertyAssist
Can it support multiple branches?
Yes. Branch-specific knowledge, routing and responsibilities are configured within the agreed scope.
Can it confirm viewings?
It can capture requests. Confirmation requires the appropriate diary connection, available slots and permission to book.
Can it access personal tenancy information?
Only through an authorised workflow with the required identity checks and system access.
HealthcareAssist
Does it provide medical advice?
No. Its scope is approved non-clinical information, navigation and administrative support.
Can it access patient information?
Only if that is explicitly in scope and the necessary identity, permission, privacy and integration controls are in place.
Can it support different languages?
Multilingual support can be configured and tested; critical information and accessibility needs require appropriate validation.