Agentic AI Solution

The Vendor is required to provide the agentic AI solution will remain the property authority and cannot be used for any other bidder client without written mutual agreement.
- Module A: The Core Engine (Mandatory, Fixed-Price Bid)
•    Implementation will begin with this module which represents the foundational minimum viable product. The approved approach must be able to handle the full call volume of the department with over 100,000 calls a year.
o    The AI agent will replace the existing IVR as the primary interface for all inbound public calls to the contact center. It must be able to understand a caller's intent in natural language and route the call to the appropriate destination.
o    The AI must create a new case in the CRM with Salesforce backend (herein known as the CRM) via API.
o    The AI must be able to autonomously handle a configurable, department-defined list of low-risk calls, as defined by chemical or drug, from conversation to final documentation.
o    The system must be able to initiate a scripted, automated survey with options for both outbound calls and text messages to follow up on cases resolved by the AI, with the ability to route escalation requests back to a live agent.
o    The system must include a secure, web-based interface for staff to review AI-generated outputs.
- Module B: The Generative AI Assistant (separately priced bid, estimate to complete)
•    Future implementations will include this module which focuses on augmenting the capabilities of human agents during complex calls.
o    The system shall operate via a plugin that provides an integrated overlay/panel on the CRM interface. The system will provide a real-time, streaming transcript and summary of the agent caller conversation.
o    The Generative AI Assistant plugin will be enhanced to proactively retrieve relevant knowledge.
o    The system must provide a back-end data engine capable of ingesting, indexing, and performing semantic searches on the library of unstructured documents stored in various repositories.
- Module C: The Enterprise Vision
•    Future implementations will include this module which outlines long-term, strategic features.
o    The approach will enable a future state where the AI can directly and simultaneously edit a live CRM case.
o    The solution will use the AI to analyze 100% of call recordings asynchronously.
o    The architectural approach will utilize the AI's core logic through other channels, including a website chat bot, SMS, and other public-facing digital portals, to create a unified user experience.

- Questions/Inquires Deadline: October 21, 2025