Chatbots Solution

The Vendor is required to provide for a commercial off-the-shelf AI-powered Chatbots solution to support participating members across the k–12, post-secondary, and municipal sectors.
- Provide to identify a configurable, scalable, and secure Chatbots platform
- Must be vendor-supported (not custom-built), with the flexibility to meet the individual needs of Participating Members.
- The solution must support Omni channel communication (e.g., web, mobile, SMS, Microsoft Teams, social platforms) and leverage generative AI (GPT-4 or later) to deliver accurate, real-time responses with minimal manual intervention.
- The solution should improve service delivery by making interactions more intuitive and task-oriented, supporting both digital and voice channels, and enabling users to complete common requests, report issues, and connect with underlying systems more efficiently.
- The solution is expected to:
•    Provide 24/7 automated support through text and voice
•    Deliver accurate responses using conversational and generative AI
•    Support multiple communication channels
•    Enable a dynamic, user-driven knowledge base with automated updates
•    Integrate securely with existing systems (e.g., SFTP or equivalent)
•    Support integrations such as Azure Entra ID and Ellucian Ethos, where applicable
•    Provide reporting and analytics
•    Meet security, privacy, data residency, and accessibility (WCAG) requirements
•    Include ongoing vendor support and clearly disclose use of generative AI