Suspense Payments GenAI Services

The Vendor is required to provide generative artificial intelligence (GenAI) solutions can help identify root causes, recommend corrective actions, automate resolution pathways, and prioritize high-impact cases for rapid refund processing.
- Solution capabilities
•    Analyze suspended payment inventory in near real-time
•    Categorize and cluster payment by root cause
•    Recommend corrective actions to apply or refund payments
•    Identify payments eligible for immediate refund fast-tracking
•    Predict aging risk and interest exposure
•    Reduce manual case handling time
•    Continuously monitor and re-evaluate suspended payments based on changing taxpayer circumstances, system updates, and legal or compliance events
•    Provide audit-ready documentation of AI recommendations
•    Operate securely withing state compliance framework
- Core functionality capabilities
•    Ingest structured financial transaction data
•    Analyze unstructured case notes and taxpayer correspondence
•    Detect patterns across large volumes of suspense inventory
•    Identify systemic drivers vs. one-off exceptions
•    Recommend viable payment resolution such as application, offset, refund or additional taxpayer outreach
•    Generate case-level rationale for each recommendation
•    Provide confidence scoring with detailed scoring criteria
•    Flag high=dollar or interest-sensitive cases for priority handling
- Additional functionality:
•    Use natural language processing to interpret remittance descriptions
•    Identify duplicate of misapplied payments
•    Detect data entry anomalies
•    Cross-reference return filings with payment records
•    Learn from historical resolution outcomes
- Refund acceleration and fast track capabilities
•    The system identifies payments eligible for refunds
•    Ability to auto-generate refund justification documentation
•    Integration with refund issuance systems
•    Workflow automation for low-risk refund cases
•    Risk scoring to prevent improper refunds
•    Fraud and anomaly detection safeguards
- Technical architecture
•    Deployment model
•    Compatibility with approved environments
•    API integration capabilities
•    Bath and real-time processing options
•    Data ingestion mechanisms
•    Model hosting architecture
•    Scalability for high transaction volumes
- Responsible AI and governance
•    Explain AI outputs
•    How hallucinations are prevented or mitigated 
•    Human-in-the-loop review controls
•    Audit logs and traceability
•    Bias detection and fairness safeguards
•    Model validation processes
•    Change management and version control
•    Oversight dashboards for compliance monitoring.