AI-Enabled Student Support Platform

The Vendor is required to PROVIDE AI-enabled student engagement and support platform to serve 50,000+ students across multiple service departments (one stop, admissions, financial aid, registrar, student accounts, and veteran’s affairs).
- The platform is intended to improve student service, build proactive outreach capability, and create staff efficiencies.
- Proactive student outreach
• Multichannel recruiting communications driving prospective students to program information and applications
• Proactive data-triggered outreach to current students based on data indicators such as unpaid balances, registration holds, LMS inactivity, and missing application documents
• Ability to target and personalize outreach content by campus, program type, and program level
1. Public information
• Embeddable chatbot widget compatible with standard web platforms, deployable across multiple department-specific webpages
• 24/7 AI-powered responses to general inquiries across all departments
• Source-grounded AI with traceable citations and auto-refreshing content
2. Authenticated student services
• SSO integration (saml 2.0 / oauth 2.0) with txst identity infrastructure
• Native banner (sis), slate (CRM), and Microsoft team Dynamix (university) integrations — critical university one stop systems
• Personalized account-specific responses: holds, unpaid balances, registration, document gaps
• Transactional capability — ability to initiate or trigger resolution workflows
• Real-time data synchronization with integrated systems
3. Human escalation
• System discerns correct department escalation based on content of student inquiry
• Flexible escalation methods that vary by department, e.g. Via ticketing system integration, email summary, or both
• Seamless AI-to-human handoff with full conversation context passed to staff
• Escalation model that does not require staff to log into a separate platform.