Cloud-based Chatbot Solution

The vendor is required to provide that cloud-based chatbot solution that simulates human conversations to create better experiences for participants based on predefined conversation flows.
- Minimum technical and functional requirements
• Preprogrammed chatbot to return scripted or informed responses on topics including, but not limited to:
1. Location information
2. Contact information
3. Application process(es)
• Users shall have the capability to interact with the chatbot twenty-four (24) hours a day, seven (7) days a week, and three hundred sixty-five (365) days a year.
• Chatbot shall be able to understand and communicate utilizing the english language.
1. Capability to also understand and communicate in other languages.
2. The solution must understand and continue conversations that have typos, acronyms, and/or contains slang.
• The solution must be configurable for agency branding.
• System must be secure and meet all local, state and federal data security standards
• The solution must recognize keywords in the conversation and offer link(s) to web pages that correspond to the topic.
• The solution must have the capability to block images and photos from being uploaded into the chat.
• If asked a question that has not been taught, chatbot shall provide a scripted response directing the user to an eight hundred (800) number, if during business hours, and to an agency email address, if after business hours.
• The solution shall have the ability to request contact information to a local office and customer service eight hundred (800) number at any time.
• Chatbot shall be capable of identifying the nearest agency location to the participant.
• Chatbot shall be compatible with pc, mac, iPhone, and android users.
• The solution must provide agency administrators with tools to edit, modify, maintain, and update existing chatbot knowledge individually and in bulk.
• The solution must provide a mechanism for automatically detecting and obfuscating, masking, hiding, or otherwise protecting personally identifiable information entered by end users.
• The solution must provide a mechanism for automatically detecting and obfuscating, masking, or hiding inappropriate language and topics
• The solution must be able to recognize security threats or threats of harm to self and/or others and automatically notify agency administrators.
• The solution’s chatbot must be able to automatically request basic contact information for additional follow-up.
• Users of the solution must have the ability to request a follow-up call the next business day.
• The respondent must have a strategy in place for platform upgrades and patches for both the server and software.
• The respondent shall provide a release schedule, recommended processes, estimated outage durations, and plans for upcoming major upgrades.
• The solution must provide administrators with tools to edit or add responses as needed without assistance from the respondent.
• The solution must support end-users accessing the bot interface using multiple web browsers
and devices.
• The solution must permit the use of multi-factor authentication for administrators.
• The solution must provide the ability to configure decision trees and complex messaging
sequences to guide participants through processes, such as:
1. Go to oodworks.com
2. Use this link and call the nearest office.
3. Follow-up with division of disability determination (DDD) offices.
• Respondent shall provide a detailed description of any artificial intelligence (ai) features (if applicable) and if ai is present if it is generative ai and/or traditional/conventional ai.
• Respondent shall provide assurances that data sent, taken, accessed, tested, maintained, backed-up, and stored is within the country
• Respondent solution shall possess the capability to allow users to communicate with agency in real-time using SMS or MMS and webchat for future agency planned phases.
- Questions/Inquires Deadline: March 06, 2025