Cloud-Based Student Support Virtual Assistant and Service Automation Platform
Overview
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SUMMARY
KEY REQUIREMENTS
CONTRACT DURATION
TIMELINE
Deadline for requesting clarifications: September 14th, 2026
Clarifications issued: September 18th, 2026
Final proposals due: September 25th, 2026
QUESTION DEADLINE
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
Macomb Community College
DESCRIPTION
The organization seeks a vendor to provide a cloud-based, artificial intelligence-powered student support virtual assistant and service automation platform. The solution should provide a single point of entry for support, AI-powered self-service assistance, live-agent escalation, automated ticket creation and routing, and support across technology, enrollment, student services, financial aid, online learning, workforce and continuing education, and other student support functions.
The platform must include data protection controls such as encryption in transit and at rest, audit logging, role-based access controls, incident response processes, and configurable data retention policies. It should also provide AI governance and model management capabilities, prompt-injection protections, hallucination controls, and safeguards against unauthorized access to protected data. Institutional data, student records, and user conversations must not be used to train other AI models, and the solution must protect all applicable data usage rights.
The vendor is expected to provide software licensing, implementation, configuration, integration, project management, testing, knowledge transfer, training, and ongoing support. The solution should support authorized integrations with institutional systems, authenticated self-service functions, content lifecycle management, versioning, approval workflows, and continuous improvement processes. Reporting should provide insights into support volumes, student satisfaction, self-service utilization, escalation rates, ticket creation trends, knowledge effectiveness, and recurring support topics.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due September 25, 2026. Questions must be submitted by September 14, 2026.
- Who issued this RFP?
- It was issued by Macomb Community College. The work is located in Warren, Michigan, United States.
- Who is a good fit for this opportunity?
- Education technology provider with experience supporting higher education institutions
- Expertise in AI-powered virtual assistants, service automation, and knowledge management
- Demonstrated capabilities in cloud security, privacy, AI governance, and protected student data
- Experience integrating platforms with institutional systems and authenticated self-service functions
- Full-service implementation partner providing configuration, training, analytics, and ongoing support
Analysis generated by Settle AI from the source RFP.
RFP Hunter shows what is open. Settle shows what is forming.
Settle pieces together buyer signals, budgets, contract activity, and the sources your team already monitors. See why an opportunity fits and what to do before the RFP posts.