Question 1

What is Elba?

Accepted Answer

Elba is an AI-native interaction platform, an agentic AI workforce that executes end-to-end customer workstreams across voice and digital channels. It preserves conversational context, performs actions inside customers' systems, and produces auditable, traceable outcomes.

Question 2

How does Elba avoid hallucinations and wrong answers?

Accepted Answer

Elba's agents run deterministic, auditable service playbooks that query verified knowledge sources and enforce mandatory human-escalation rules. Free-form generative outputs are constrained by playbooks and operational guardrails so responses are evidence-based and traceable.

Question 3

Is Elba truly omnichannel? Which channels are supported and how does context persist?

Accepted Answer

Yes. Elba natively supports telephony (phone), email, SMS, WhatsApp, Signal, Viber, web chat and chatbots. A persistent session object carries state, variables and audit metadata so a conversation can move between channels without restarting or losing context.

Question 4

How fast can customers go live and what is the typical ROI?

Accepted Answer

Standard deployments typically go live in 2–6 weeks depending on integrations and scope. At production scale, customers commonly see payback within ~9 months, although results vary by use case and volume.

Question 5

What is the pricing and billing model?

Accepted Answer

At Kolsetu we work with customers to structure licensing in a way that accelerates return on investment. By tailoring scope and pricing to your operational priorities, we make sure the solution delivers value in the shortest possible time.

Question 6

How does Elba support organisations subject to DORA or NIS2?

Accepted Answer

Elba is engineered for highly regulated environments: EU-centric hosting options, documented ISMS controls, a secure SDLC, audit logging and operational practices enable customers to map and meet DORA / NIS2 obligations. Contractual artefacts (SLAs, DPAs, incident playbooks) are available to support regulator assessments.

Question 7

Where is customer data hosted (and are regional/private cloud / on-prem options available)?

Accepted Answer

Default hosting is in the European Union (example: Frankfurt). For customers with sovereignty or policy requirements we offer regional, private-cloud or on-prem deployment options.

Question 8

What security standards and certifications does Kolsetu hold?

Accepted Answer

Kolsetu follows an ISO roadmap and operates independent testing programs. The organisation is ISO 27001 certified and aligns with ISO 9001, ISO 27701 and ISO 27018; regular penetration testing and independent reviews are performed.

Question 9

How is customer data used for product improvement and model training?

Accepted Answer

We do not use customer conversations to train general-purpose models. Customer data is used for training only with explicit contractual permission and only for narrowly defined purposes (for example a customer- or industry-specific private model). Training uses require (i) express written consent in the DPA/Order Form, (ii) irreversible anonymization before use, (iii) exclusion of any dataset that cannot be anonymized, (iv) the option for private/dedicated model deployment, and (v) customer opt-out rights and auditability. All processing complies with the DPA and applicable law.

Question 10

What maintenance and incident support do you provide?

Accepted Answer

Enterprise customers receive 24/7 handling of P0/P1 incidents attributable to our platform. For platform-attributable P0/P1 incidents the provider's initial response target is 30 minutes. Service availability target: 99.95% (measured monthly) excluding third-party outages, force majeure and events outside reasonable control. Product updates and improvements are delivered continuously within the licensed product scope. Routine maintenance and security patching are performed with no planned downtime under normal conditions; any required downtime is communicated and agreed in advance.

Question 11

How does Elba handle session and conversation state across channels?

Accepted Answer

Elba stores a persistent session object capturing context, variables, workflow state and audit metadata; that session follows the customer across channels so interactions continue without restarting.

Question 12

Can Elba initiate outbound workflows and act proactively?

Accepted Answer

Yes, Elba supports outbound, scheduled and event-driven workflows (notifications, reminders, campaigns) and can be triggered by system events (webhooks/APIs) to launch workflows with full session context.

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