Call Center AI Powered Communications Platform

The Vendor is required to provide to implement an AI-powered communications platform that enables riders to independently manage their transportation needs through natural, conversational voice and chat interactions.
- Provide an artificial intelligence (AI) software product which shall provide AI customer service support.
- The ideal product will result in a five (5) year Contract to provide a software-as-a-service (SaaS) platform and provide technical support for the agency’s call center.
- By deploying AI agents, the Authority can extend customer support beyond traditional call center hours, provide multilingual access to services
- Chatbot AI solution and its ability to support agency Call Center.
- Underlying AI and Model Disclosure
•    Any third-party or proprietary large language models (LLMs), NLU engines, speech-to-text, and text-to-speech services;
•    Whether these components are multi-tenant or tenant-isolated; and
•    How rabbit transit data will or will not be used to train or fine-tune these models (including any opt-out options).
- Target Outcomes:
•    Target service levels for inbound rider calls are:
•    95% of calls answered (by AI or live agent) within 3 minutes, and
•    99% of calls answered within 5 minutes.
- Current Performance Baseline: 
•    Agency call center currently handles approximately 35–36 customer service representatives (CSRS) and averages roughly 36,000 calls per month, with multi‑site operations in counties. 
•    Recent performance for the call center (January–July) shows an average queue time of approximately 14 minutes 39 seconds, an abandonment rate of roughly 36%, and an average handle time of about 4 minutes 25 seconds. 
•    These baselines are provided for context and may vary over time.
- This solution will allow the Authority to improve service quality, reduce operational strain, and expand rider access to reliable trip management tools.
- Provide AI-powered voice agents capable of handling rider calls 24/7 with natural conversation capabilities.
- Provide AI-powered SMS chat functionality to support automated text-based customer interactions.
- Provide configurable AI agent capabilities including trip booking, cancellations, schedule inquiries, and general customer service.
- Ensure AI voice agents are able to negotiate trip booking details and handle service restriction communications.
- Ensure AI agents can process various payment methods selection during trip booking selection, including credit card entry, during trip booking, including properly applying public funding form multiple funders.
- Support configurable call-forwarding rules to human agents, including definable transfer hours.
- Provide visibility into all AI agent interactions, including detailed performance metrics and reporting.

- Contract Period/Term: 5 years
- Briefing/Pre-Proposal Meeting Date: December 12, 2025
- Questions/Inquires Deadline: December 19, 2025