SW-115894 - USA (Texas) - AI-Enabled Student Support Platform - Deadline July 17,2026

(1) Vendor needs to provide AI–enabled student support platform. – Provide an AI–enabled student engagement platform to support over 50,000 students across multiple departments, enhancing service delivery, proactive outreach and staff efficiency.– The platform is intended to improve student service, build proactive outreach capability and create staff efficiencies.– The platform must support a three–tier customer service model, with a proactive “Tier Zero” layer for outreach.• Tier zero – Proactive student outreach: Tier zero represents proactive, outbound engagement initiated by the platform based on data signals or recruiting goals – before a student reaches out.– Multichannel recruiting communications driving prospective students to program information and applications.– Proactive data–triggered outreach to current students based on data indicators such as unpaid balances, registration holds, LMS inactivity, and missing application documents.– Ability to target and personalize outreach content by campus, program type, and program level.• Tier 1 – Public information (no login required): Tier 1 covers general, publicly accessible inquiries that do not require student authentication.– Embeddable chatbot widget compatible with standard web platforms, deployable across multiple department–specific webpages.– 24/7 AI–powered responses to general inquiries across all departments.– Source–grounded AI with traceable citations and auto–refreshing content.• Tier 2 – Authenticated student services (SSO required): – SSO integration.– Native Banner (SIS), Slate (CRM), and Microsoft TeamDynamix (TDX) integrations — critical One Stop systems.– Personalized account–specific responses: holds, unpaid balances, registration, document gaps– Transactional capability – ability to initiate or trigger resolution workflows– Real–time data synchronization with integrated systems• Tier 3 – Human escalation: Tier 3 governs the handoff from AI to human staff when a student’s need exceeds automated capability.– System discerns correct department escalation based on content of student inquiry– Flexible escalation methods that vary by department, e.g. via ticketing system integration, email summary, or both– Seamless AI–to–human handoff with full conversation context passed to staff(2) All the questions must be submitted no later than July 6, 2026. (3) The contract period will be for two years.