New York State Contract Reporter #ESU-212154855

SUNY Empire State University Solicits Cloud-Based Chatbot Solution for Student Support

SUNY Empire State University is seeking proposals for a cloud-based, AI-enabled Chatbot Solution to enhance student support and administrative efficiency. - Government Buyer: - State University of New York (SUNY), SUNY Empire State University - Procurement Office located at 111 West Avenue, Saratoga Springs, NY - OEMs and Vendors: - No specific OEMs or vendors are named; open to all qualified providers with higher education chatbot experience - Products/Services Requested: - Cloud-based Chatbot Solution (Software-as-a-Service) - Must provide 24/7 student assistance - Support for website chat, two-way SMS, and live chat with staff - Integration with Banner Student Information System (SIS) and CRMs (SLATE, CRM Advise, VOCA) - Role-based administrative access, multilingual support, workflow and escalation features - Centralized reporting, dashboards, and support for multiple knowledge bases - Compliance with SUNY, NYS, and federal accessibility and data security standards - Implementation, integration, training, documentation, maintenance, and ongoing support services - Unique or Notable Requirements: - Demonstrated experience in higher education, enrollment management, and student success - MWBE (Minority/Women Business Enterprise) and SDVOB (Service-Disabled Veteran-Owned Business) participation goals - Data retention compliance and accessibility validation - Phased milestone payments for implementation - Contract Term: - Three-year base contract with two optional one-year extensions (up to five years total) - Locations: - Primary place of performance and delivery: SUNY Empire State University, Saratoga Springs, NY; solution to be deployed statewide

Description

The State University of New York (SUNY), Empire State University, is seeking proposals from qualified vendors to provide a cloud-based Chatbot Solution. The contract term is three years with two optional one-year extensions. The solution must provide 24/7 student assistance, support multiple communication formats including website chat and SMS, integrate with existing systems like Banner SIS and CRMs, and meet various functional, technical, and compliance requirements. The procurement includes training, implementation, ongoing support, and maintenance services, with specific goals for minority and service-disabled veteran-owned business participation.

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