Cloud-based Customer Support Ticketing Solution and AI Chatbot

The Vendor is required to provide involves implementing an AI-powered, cloud based ITSM solution to modernize and streamline employee support.
- The solution must operate as a secure, scalable platform that aligns with all County information technology (IT) policies, standards, and security requirements.
- This includes ensuring compliance with County data protection rules, access controls, auditing, and integration guidelines.
- The system will centralize incident and service request management into a unified workspace and introduce advanced AI capabilities to enhance both selfservice and agent-assisted operations.
- The solution will incorporate agentic AI to automate high-volume Tier 1 requests, improve triage accuracy, and expedite resolution times.
- AI-Powered ITSM Tools:
•    Incident & Problem Management: Automated tracking and resolution of IT-specific issues.
•    Change Management: Standardized workflows to identify risks and impact before system updates.
•    Service Catalog: An intuitive portal for employees to request hardware, software, or service requests. The platform must include an internal service catalog and advanced request and approval workflows.
•    AI-Driven Workflow Design: The AI Agent must include a fully no-code workflow builder that allows administrators and staff to design, modify, and publish automated workflows using plain-language prompts, without requiring scripting or programming knowledge.
- Advanced AI & Help Desk Chatbots: 
•    Autonomous AI Agents: Deployable on web, mobile, and Microsoft Teams channels to resolve common requests (e.g., password resets) end-to end. 
•    Intelligent Triage: The solution must include natively integrated, out-of-the-box AI capabilities, including intelligent ticket triage, generative agent assistance, automatic replies, ticket summarization, and workflow automation—without requiring separate add-ons or custom development. 
•    AI Agent: Provide real-time suggestions, draft responses, and conversational summaries to Help Desk agents.
- Analytics & Self-Service: 
•    AI-Powered Knowledge Base: Automatic article suggestions for Help Desk agents, including content gap analysis to identify missing documentation. 
•    Custom Reporting & Dashboards: The platform must provide robust reporting capabilities and custom dashboards to track real-time SLA performance, ticket volumes, and key departmental performance indicators. 
•    Custom SLAs: Ability to set out-of-the-box and custom SLA targets.
- The system will provide centralized service request and incident management, multi-channel support, SLA-driven workflows, automated processes powered by artificial intelligence (AI), comprehensive reporting and analytics, and an AI-enabled Help Desk Chatbot with agentic capabilities.