AI Integrated Software Solution

The Vendor is required to provide AI-integrated software solution to enhance its training processes and quality assurance. 
- Provides24/7 telephone response to individuals in need in the community.
- The Call Center is tasked with supervising and coordinating behavioral health crisis services for the entire county's population. 
- Given the high call volume of over 78,000 per year, there is a pressing need for additional resources and tools to effectively monitor and evaluate the quality of services provided.
- This solution will increase efficiency by automating manual tasks and performing data analysis using AI technology.
- Functional Requirements 
•    The solution must be either cloud-based or an on premise installation.
•    The system must be an existing, off-the-shelf product that satisfies the listed requirements, or requires only minor custom development to do so.
•    The system must provide training modules, ongoing support, and onboarding assistance for call center staff.
•    The system must support multi-language call interactions.
•    The system must provide integrated functionality to record, transcribe, store, and play back calls.
•    The system must allow the call center to gather feedback from staff.
•    The system must be able to assist call center management with the implementation of quality assurance measures.
•    The system must offer personalized feedback to call takers.
- Reporting Requirements 
•    The system must identify trends within groups to enhance service.
•    The system must provide customizable reports for post-call analysis of call center interactions, including metrics on call outcomes and caller demographics, leveraging AI processed insights.
•    The system must include detailed access controls and security measures for application-generated reports, allowing report access to be restricted to specific administrator roles.
•    The system must identify trends within groups to enhance service.
- System & Security
•    The solution must be HIPAA compliant.
•    The system must provide the ability to assign multiple administrator roles with functions including adding/removing users, editing protocols, accessing reports, and contacting support.
•    The system must outline standard procedures and channels for contacting support and define the service level agreements (SLAS) for different support tiers.
•    The system must ensure data integrity and security, particularly when handling sensitive call center data and AI-processed information.
•    The vendor must, at the time of contract negotiation, sign the county associate agreement containing organization language as part of the contract process.