SW-119142 - USA (Michigan) - Cloud-Based Student Support Virtual Assistant and Service Automation Platform - Deadline September 25,2026

Vendor needs to provide cloud–based student support virtual assistant and service automation platform.• Provide an Artificial Intelligence (AI) powered student support virtual assistant and service automation platform.• A single point of entry for support• AI–powered self–service assistance• Live agent escalation• Automated ticket creation and routing• Assistance with technology, enrollment, student services, financial aid, online learning, workforce and continuing education, and other student support functions.• Data protection controls, including encryption in transit and at rest, audit logging capabilities, role–based access controls, incident response processes, and configurable data retention policies.• AI governance, model management, prompt–injection protections, hallucination controls, and safeguards for preventing unauthorized access to protected data.• Handling institutional data, student records, or user conversations to ensure nothing is used to train other AI models and protect all data usage rights.• Support content lifecycle management• Provide all software licensing, implementation services, configuration services, integration services, project management, testing, knowledge transfer, training, and ongoing support necessary for a successful deployment.• Authorized integrations with institutional systems• Access to authenticated self–service functions• The solution should support content lifecycle management, versioning, approval workflows, and continuous improvement processes that ensure students receive accurate and up–to–date information.• Provide meaningful insights into support volumes, student satisfaction, self–service utilization, escalation rates, ticket creation trends, knowledge effectiveness, and recurring support topics.