Student Support AI Services

The Vendor is required to provide AI-powered student engagement and student success support system solution will support current and prospective students by delivering accurate, consistent, secure, and compliant AI-driven responses and outreach across multiple communication channels, while enabling university staff to maintain oversight, governance, and accountability.
- Functionality
• AI student engagement and student success support system must provide a centralized, AI-driven platform for delivering student-facing information and support services across university departments, units, and student success offices, enabling consistent, institutionally governed responses to student inquiries.
• System will be able to use its knowledge base to answer general questions about the university including important dates, activities, academic policies, etc. for all members of the public including prospective students, parents, community members, alumni, current students, faculty, and staff.
• System must allow designated faculty and staff to configure, manage, and monitor AI-driven interactions and outreach related to student success activities, including proactive communications, task completion prompts, and support workflows.
• The system must provide visibility into interaction outcomes and support reporting on engagement by student population, topic, and channel.
• System must allow designated users to distribute AI-assisted communications to students through multiple channels, including web-based chatbot, SMS, email, and AI-powered voice interactions over the phone.
• Communications must be deliverable directly within the selected channel and must not require students to access external links to receive core information content, unless directed to authenticated systems for protected information.
• System must allow AI-driven student interactions, inquiries, responses, and engagement outcomes to be recorded, stored, and accessed in a centralized interaction history.
• This information must be accessible to authorized staff in multiple reporting and export formats and retained for historical analysis, auditing, advising, and student success review.
• System must allow designated users to create, configure, and manage AI-supported workflows and interaction logic, including decision paths, escalation triggers, and response conditions.
• System must allow administrators to designate distinct user roles and access levels for system functionality and data, including role-based permissions for content management, data oversight, campaign execution, reporting, and interaction review.
- AI driven student engagement capabilities
• The system shall support AI-driven interactions through the following channels:
o SMS and text messaging
o Web-embedded chatbot
o Email-based AI responses
o AI-powered voice interactions via telephone
• The system shall provide consistent responses across all supported channels using a centralized knowledge base.
• Student conversation history shall persist across channels and be viewable by authorized university staff.
• The system shall support proactive, AI-driven outreach to defined student populations for reminders, nudges, and task completion.
• The system shall support multilingual interactions.
- Knowledge base and AI governance
• The system shall use institutionally approved content sources to generate AI responses.
• The system shall provide tools for authoring content, reviewing, and approving content, validating, and updating content.
• The system shall support version control for knowledge base content.
• The system shall provide the ability to trace AI responses back to source content and shall include guardrails to prevent hallucinated or inaccurate responses.
• The system shall support integration with external knowledge bases where applicable.
• The system shall support multiple methods of training the AI model to include static webpages, dynamic webpages, documents in various standard formats, customized instructions and actions, RSS feeds, etc.