Artificial Intelligence Chatbot Solution

The Vendor is required to provide artificial intelligence chatbot solution that offers standardized templates with the flexibility for custom tailoring.
- Basic requirements:
1. Functionality: 
•    The AI chatbot solution must support common it service requests, including but not limited to password resets, software installation guidance, and basic technology troubleshooting. 
•    While not mandatory, the ability to automatically create, categorize, and route service tickets to appropriate support teams is highly desirable.
2. Self-service support: 
•    The solution shall enable self-service support by providing faculty, staff, and students with access to relevant and authoritative knowledge base articles, FAQs, and solutions. 
•    The chatbot should reduce reliance on live agents by enabling users to independently resolve routine issues.
3. Integration: 
•    The chatbot must integrate seamlessly with the institution’s existing it service management (ITSM) platform, teamdynamix, including access to knowledge base content, ticketing systems, workflows, and service catalogs. 
•    The solution must support secure API-based integrations and be capable of accessing both online and approved offline knowledge sources and institutional websites.
4. Training and development: 
•    The chatbot must be trained on a comprehensive dataset of known it support issues and solutions relevant to a higher education environment. 
•    The solution should demonstrate the ability to learn from user interactions over time, improving accuracy, relevance, and response quality through supervised or configurable learning mechanisms. 
5. Maintenance and support: 
•    The solution must provide administrative tools that allow the institution’s it team to monitor chatbot performance, manage content, update knowledge sources, and adjust configurations as needed. 
•    Regular updates must be supported to maintain accuracy, performance, and security. 
6. User experience: 
•    The chatbot must offer an intuitive, user-friendly interface accessible across multiple platforms (e.g., web, mobile, portals). 
•    The solution should support personalization based on user role (student, faculty, and staff) and preferences and comply with applicable accessibility standards. 
7. Escalation: 
•    The chatbot must be capable of identifying complex or unresolved issues and seamlessly escalating them to human support agents, including passing relevant context and conversation history to reduce user friction. 
8. Data analysis and reporting: 
•    The solution must provide robust analytics and reporting capabilities, including chatbot usage, resolution rates, escalation trends, and identification of recurring issues.
•     These insights should support continuous service improvement and operational decision-making. 
9. Feedback mechanisms: 
•    The chatbot must include built-in feedback mechanisms that allow users to rate responses and provide qualitative feedback. 
•    This feedback should be accessible to administrators and usable for ongoing refinement of chatbot performance. 
10. Provide natural language understanding (NLU): 
•    The solution must demonstrate advanced natural language understanding (NLU) capabilities, enabling it to accurately interpret user intent and context across a wide range of phrasing variations commonly used by students, faculty, and staff. 
11. Accurate and helpful information: 
•    The chatbot must deliver reliable, accurate, and up-to-date information. 
•    Vendors must describe how content is curated, validated, and refreshed to ensure alignment with institutional policies and higher education–specific requirements. 
12. Personalized interactions: 
•    The chatbot should tailor responses based on user identity, role, and context, providing differentiated experiences for students, faculty, and staff while respecting privacy, security, and data governance requirements.