AI-Enabled Student Support Platform

The agency is seeking an AI-enabled student engagement platform to support over 50,000 students across multiple departments. This platform must enhance service delivery, build proactive outreach capability, and create staff efficiencies. The project covers a two-year contract period with all work performed offsite. The requested platform must support a three-tier customer service model, starting with a proactive Tier Zero layer for outbound engagement. This tier requires multichannel recruiting communications and proactive, data-triggered outreach to current students based on indicators like unpaid balances, registration holds, LMS inactivity, and missing application documents. The system must target and personalize outreach content by campus, program type, and program level. Tier One requires an embeddable chatbot widget compatible with standard web platforms to provide 24/7 AI-powered responses to general, publicly accessible inquiries without requiring a login. This AI must be source-grounded with traceable citations and auto-refreshing content. Tier Two requires single sign-on integration and native integrations with Banner, Slate, and Microsoft TeamDynamix to deliver personalized account-specific responses and real-time data synchronization. Tier Three requires a human escalation system that discerns the correct department for handoff when a student's need exceeds automated capability. The platform must support flexible escalation methods, such as ticketing system integration or email summaries, while passing the full conversation context to staff. The agency is looking for proposals to determine the budget for this project. Bidders must be onshore USA organizations to be eligible for this opportunity. The agency requires all questions regarding this procurement to be submitted no later than July 6, 2026. Evaluation criteria are not detailed in the source materials, but the agency is actively seeking proposals that meet all specified technical integration and service tier requirements.