The Vendor is required to provide for an artificial intelligence (AI) chatbot solution.
- Requirements:
• Functionality: the chatbot will be able to handle common it support requests such as password resets, software installation guidance, and basic troubleshooting steps. 
• Not required, but would be nice if it could create and route tickets to the appropriate agents or teams.
• Self-service support: provide end-users and agents with access to relevant knowledge articles and solutions. 
• Allow users to find answers to their questions without needing to contact an agent.
• Integration: the chatbot will be integrated with our existing ITSM platform, teamdynamix, and will be able to access knowledge base articles, both online and offline and websites. 
• The software may require API access to provide access to the chatbot’s functionality for integration.
• Training and development: the chatbot will be trained on a comprehensive dataset of known it support issues and solutions and will be able to learn from new interactions and improve its responses over time.
• Maintenance and support: monitor the chatbot’s performance and make necessary adjustments maintained by our IT team and will be updated regularly to ensure its performance and accuracy.
• User experience: the chatbot will have a user-friendly interface and will be able to personalize its interactions with the user’s needs and preferences.
• Escalation: seamlessly transfer complex issues to human agents when necessary.
• Data analysis and reporting: provide insights into chatbot performance and identify recurring issues.
• Feedback mechanisms: allow users to provide feedback on the chatbot’s performance.
• Provide natural language understanding (NLU): the chatbot needs to understand and respond to various ways students might phrase their questions. 
• This involves advanced NLP (natural language processing) techniques to interpret intent and context.
• Accurate and helpful information: the chatbot should provide reliable and up-to-date answers to student inquiries. 
• This requires training the chatbot with a vast knowledge base of information relevant to higher education.
• Personalized interactions: the chatbot should be able to tailor its responses to individual faculty, staff and student needs and preferences.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: June 5, 2025