Attachment B.xlsx
XLSX spreadsheet 44 KB Posted
- Attached to
- VIRTUAL ASSISTANCE SOFTWARE SOLUTION State and local contract opportunity
- Solicitation number
- 5400017795
- Issued by
- Richland County, South Carolina
About this file
This is a capabilities questionnaire and evaluation framework for a Virtual Assistance Software Solution procurement by the State of South Carolina. The document serves as an instructions guide and scoring template for offerors to complete a comprehensive assessment of their virtual customer/employee assistant (VCA/VEA) platform capabilities. Offerors are required to rate functionality across multiple dimensions using a standardized scale of 0 to 4, where 0 indicates functionality is not provided and 4 indicates functionality is provided out-of-the-box with no customization required. The evaluation encompasses 16 major functional areas including Administration and Configuration, SLA management, Administration Interface, Reporting, Workflow Automation, Infrastructure, Security, Customer Interface, Processing, Handling, Integration, Response Generation, Analytics, Exception Handling, Contextual Awareness, and Learning capabilities.
The questionnaire establishes weighted evaluation criteria with Technical categories (Administration and Configuration, SLA, Administration Interface, Reporting, Workflow Automation and Business Rules, Infrastructure, and Security) each weighted at 15 percent, and Functionality categories (General, Customer Interface, Processing, Handling, Integration, Response Generation, Analytics, Exception Handling, Contextual Awareness, and Learning) each weighted at 10 percent. Offerors must provide detailed responses in a Comments column for open-ended questions and clarifications, with specific instruction to note any functionality currently in development and expected availability dates. The evaluation framework normalizes scores to a range of 0 to 5 for each major functional area, with higher scores indicating stronger capabilities. Offerors are cautioned against misrepresenting functionality as included in standard offerings when features are still under development, ensuring accuracy and transparency in the competitive evaluation process.
View the file
Other files for this state and local contract opportunity
| File | Type | Posted |
|---|---|---|
| Amendment 2.docx | DOCX document | |
| Notice of Cancellation.doc | DOC document | |
| Solicitation.docx | DOCX document | |
| Amendment 3.docx | DOCX document | |
| Amendment 1.docx | DOCX document | |
| Attachment C.xlsx | XLSX spreadsheet | |
| Attachment A.pdf | ||
| Amendment 4.docx | DOCX document |
On GovTribe
Work with this file on GovTribe
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
Instructions to the Offeror Instructions for Completion of the Questionnaire
Offerors should complete the following capabilities worksheet by answering each question based on the answers below.
0 — Functionality not provided: Not included in the proposed solution.
1 — Functionality provided, but requires customized integration with third party: Offeror has established a relationship with a business partner to provide this functionality, but it requires customization.
2 — Functionality provided by the Offeror, but requires customization: The functionality can be accomplished with the Offeror's product, but requires customizing or working around.
3 — Functionality provided seamlessly by third-party product: The Offeror has an established relationship with a business partner and provides integrated functionality with no customization required.
4 — Functionality provided out of the box: The Offeror provides the functionality from its code base; no customizing or working around is required.
Additional Notes:
When providing responses, follow the guide below.
Offerors are cautioned not to indicate functionality as "included in standard offering" when, in fact, that particular function is in development. If this is the case, then Offerors should note this fact in the Comments column, and should indicate the expected date that such features will be made available.
By responding in the affirmative to a capability item, the Offeror agrees to support such capability in its product.
| The Comments column is provided for clarification to functionality questions and for responses to open-ended questions that do not require a "Capability" value. Open-ended questions will be marked by a shaded cell in the "Offeror Response" column. |
| DO NOT ENTER ANY VALUE OTHER THAN 0, 1, 2, 3 or 4 |
Technical
| Technical | |||
| Administration and Configuration | |||
| Criterion | Description | Offeror Response | Comments |
| Security controls | Security and controls to ensure that only authorized individuals can access administration functionality. | 0 | |
| User administration | Capability to add new users, including user attributes (name, contact information, etc.). | 0 | |
| User rights administration | Capability to modify existing users and user information. | 0 | |
| Capability to delete users and user information. | 0 | ||
| Capability to create and establish user groups. | 0 | ||
| Capability to modify existing users or user groups. | 0 | ||
| Capability to add user(s) to user groups. | 0 | ||
| Capability to delete or modify user(s) from user groups. | 0 | ||
| Total Score | 0 | ||
| Total Possible Score | 32 | ||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 | ||
| SLA | |||
| Criterion | Description | Offeror Response | Comments |
| SLAs | Ability to define SLA configuration capabilities, including examples of how SLAs are used to ensure correct response times. | 0 | |
| SLA monitoring | Ability to provide real-time SLA monitoring based on a set service level. | 0 | |
| SLA flexibility | Offeror to allow for different SLAs (including operating hours) for each business unit or geography. | 0 | |
| SLA notifications | Ability to present an alarm function or automatic notifications, if set levels or transaction volumes are under or over levels. | 0 | |
| Total Score | 0 | ||
| Total Possible Score | 16 | ||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 | ||
| Administration Interface | |||
| Criterion | Description | Offeror Response | Comments |
| Usability | Describe the usability of the administration console. | ||
| Remote working | Ability to perform administration remotely. | 0 | |
| Administration rights | Settings and permissions can be assigned to an administrator. | 0 | |
| Multiuser access | Access can be provided to multiple users for configuration and settings. | 0 | |
| Interface configuration | Admin user interface can be configured by the administrator. | 0 | |
| Knowledgebase and templates | Knowledgebase access to administrators for response templates. | 0 | |
| Contact history | Ability for administrators to view prior customer contact history. | 0 | |
| Customer profiles | Ability for administrators to view customer profile details from the agent interface. | 0 | |
| Agent search | Availability of search options for use by the administrators. | 0 | |
| Editing capability | Ability for administrators to copy and paste from Word or similar document types. | 0 | |
| Draft response creation | Ability for administrators to save a draft of a response to be finished at a later time. | 0 | |
| Internal messaging | Ability for the application to support an internal messaging system to allow administrators to correspond with other agents. | 0 | |
| System integration | Ability for the application to support the inclusion of specific customer data fields from external systems. | 0 | |
| Reporting | Ability to allow administrators to run personal reports. | 0 | |
| User-group privileges | Ability of the application to define user groups, user's hierarchy and security privileges. | 0 | |
| Internal test system | Ability of the application to allow administrators to do internal testing prior to deployment. | 0 | |
| Publication | Ability of the application to allow administrators to test content publication before live deployment. Ability to do staging and testing of new content before making it live. | 0 | |
| Persistence and versioning | Ability of the application to maintain version control of new content being published. | 0 | |
| Total Score | 0 | ||
| Total Possible Score | 68 | ||
| Standardized Score (Normalized to a of Range 0 to 5) | 0.00 | ||
| Reporting | |||
| Criterion | Description | Offeror Response | Comments |
| Reporting | Availability of standard reports and dashboards for administrators, agents and business users to review. | 0 | |
| Scheduling | Ability of the application to schedule reports. | 0 | |
| Email of reports | Ability of the application to email scheduled reports to a distribution list. | 0 | |
| Ad hoc reporting | Ability of the application to support ad hoc reporting capabilities. | 0 | |
| Real-time reporting | Ability of the application to support real-time reporting capabilities. | 0 | |
| Custom reporting | Ability of the application to support, define and save custom reports without requiring development support. | 0 | |
| Data export | Ability of the application to allow data to be exported to an external data mart. | 0 | |
| Historical data | Ability of the application to support historical data storage and reporting capabilities. | 0 | |
| Reporting functionality tool | Ability of the application to have an in-built reporting functionality that doesn't require integration with third-party systems for reporting purposes. | 0 | |
| Format export | Ability of the application to allow reports be exported in various formats (Excel, Adobe and others). If yes, please specify which format is supported. | 0 | |
| Quality assurance | Ability of the application to support and provide quality assurance capabilities. If yes, please provide details of these capabilities. | 0 | |
| Real-time monitors | Ability of the application to provide real-time system monitors for the virtual assistant. | 0 | |
| Configuration | Ability of the application to support configuration of dynamic monitors according to defined user-based criteria. | 0 | |
| Manual intervention | Ability of the application to support manual transfer and assignment of work in the system. | 0 | |
| Total Score | 0 | ||
| Total Possible Score | 56 | ||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 | ||
| Workflow Automation and Business Rules | |||
| Criterion | Description | Offeror Response | Comments |
| Workflow rules | How does the system support the creation and maintenance of workflows and business rules? | ||
| Multiple workflows | Ability of the application to support creation of multiple workflows. | 0 | |
| Skills required | Describe the technical expertise required to manage system workflows. | ||
| Workflow routing | Describe the routing options supported by the application. | ||
| Automation | Describe the ability of the workflow automation to assign priorities. | ||
| SLA on workflow | Describe the ability of the workflow automation to assign SLAs. | ||
| Classification | Ability of the application to automatically assign classifications. | 0 | |
| SLA adherence | Describe the role that workflow automation plays in managing SLA adherence. | ||
| New work creation | Do workflows have the ability to create and assign new tasks? | 0 | |
| Quality assurance and compliance | Does the application support workflow automation for quality assurance or compliance? | 0 | |
| Total Score | 0 | ||
| Total Possible Score | 16 | ||
| Standardized Score (Normalized to a of Range 0 to 5) | 0.00 | ||
| Infrastructure | |||
| Criterion | Description | Offeror Response | Comments |
| Software as a service (SaaS) | Ability of the Offeror to make the software available on a subscription basis, in a multitenant software architecture. | 0 | |
| Supported database systems | List supported databases. | ||
| Supported operating systems | List supported operating systems. | ||
| Supported security (for example, Secure Sockets Layer [SSL]/HTTP) | List supported security protocols. | ||
| Client security | Describe how client security is enabled. | ||
| Lightweight Directory Access Protocol (LDAP) and Active Directory | Support for external user directories for authentication and registration (for example, LDAP and Active Directory Services). | 0 | |
| High availability | Describe how high availability and cluster are supported. | ||
| Caching | Describe how performance optimization is enabled. | ||
| Interfaces | List interfaces to import product data or content. | ||
| Hosting partners | Do you have a hosting partner? If yes, who? | ||
| Hosting solution | Describe your history of hosting solutions. | ||
| Hosted deployments | What percentage of your customers use a hosted solution versus those using a self-hosted solution? | ||
| Response times and performance | What is the typical response time expected from your hosted solution? |
Does the web customer service solution increase page size or make additional calls to the web server?
If so, please provide further details.
| SLA support | Describe your SLA, support organization and escalation procedures. The Offeror should provide a 24/7 toll-free technical support hotline. | ||
| Hosting security | Does your hosted solution provide security to prevent unauthorized access to content and data? Describe your security measures. | 0 | |
| Data intrusion | Does your hosted solution provide real-time tools to detect network and/or data intrusion? Describe how this is accomplished. | 0 | |
| Simultaneous users | Can your application support a minimum of 300 simultaneous active users? | 0 | |
| Web farms | Will your hosted solution be configured using a web-farm arrangement? | 0 | |
| Failover protection | Does your hosted solution offer failover protection? Describe the configuration. | 0 | |
| High availability | Does your hosted solution offer high availability? Describe the availability. | 0 | |
| Maintenance availability | Will your solution be available for end-users during planned maintenance periods? | 0 | |
| Backups | Does your hosted solution provide for data backups, maintenance, and so on? Describe any service outages for these. | 0 | |
| User response times — External | Can your hosted solution deliver a complete screen load/refresh in less than 15 seconds for users with a 56K internet connection? | 0 | |
| User response times — Internal | Can your hosted solution deliver a complete screen load/refresh in five seconds or less for intranet users, regardless of the user's origin? | 0 | |
| Total Score | 0 | ||
| Total Possible Score | 48 | ||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 | ||
| Security | |||
| Criterion | Description | Offeror Response | Comments |
| Access controls | Does your solution include an extensive set of access control mechanisms, including selectively limiting access to applications and application features? | 0 | |
| Active directory | Does your chat agent authentication layer tie into a locally hosted active directory? | 0 | |
| Secure Sockets Layer (SSL) tracking | Does the software provide Secure Sockets Layer (SSL)-based tracking and chat codes to secure pages and chat sessions? | 0 | |
| Chat privacy | Describe how end users can ensure privacy and confidentiality during a session. | 0 | |
| PC reboot | Can customers reboot their PCs and reconnect with the chat agent to continue the session? | 0 | |
| Automated chat recording | Does the solution automatically record logs of every chat session and file against agent and customer? | 0 | |
| Role-specific functionality | Does your solution provide each user with a customized, role-based user interface for all application functionality? | 0 | |
| Customer identification and tracking | Will we be able to see the customer's IP address and referring (associated) URL information when chatting? | 0 | |
| Secure operations | Can the solution operate in secure sites? | 0 | |
| Confidential information | Can the agent warn the customer about entering confidential data, either by using a scripted text or by other means (customers may wish to disclose confidential data even in a public context, which is not advisable)? If not, the chat solution must be able to mask any customer-sensitive information on inbound chats. | 0 | |
| User-group privileges | Does the solution provide the ability to define user groups, user's hierarchy and security privileges? | 0 | |
| Automated chat recording | Does the solution automatically record logs of every chat session and file against agent and customer? | 0 | |
| Role-specific functionality | Does your solution provide each user with a customized, role-based user interface for all application functionality? | 0 | |
| Customer identification and tracking | Will we be able to see the customer's IP address and referring URL information when chatting? | 0 | |
| Confidential information | Can the agent warn the customer about entering confidential data, either by using a scripted text or by other means (customers may wish to disclose confidential data even in a public context, which is not advisable)? If not, the chat solution must be able to mask any customer-sensitive information on inbound chats. | 0 | |
| User group privileges | Does the solution provide the ability to define user groups, user's hierarchy and security privileges? | 0 | |
| Total Score | 0 | ||
| Total Possible Score | 64 | ||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 |
Functionality
| Functionality | |||
| General | |||
| Criterion | Description | Offeror Response | Comments |
| Support customer service | Does the VCA/VEA support service processes? | 0 | |
| Pricing model | Do you use different pricing models? Can you share the pricing models? A typical example would be helpful. | 0 | |
| Licensing options | Please provide details regarding the licensing options you offer for hosted licenses. | ||
| Support of languages | How many languages does your VCA/VEA support? | 0 | |
| Additional languages | Can you generate language packs and how long does it take to "onboard" a new language? What parts of your natural-language processing (NLP) chain are language independent? | 0 | |
| Deployment strategy | What methodologies or philosophy do you have when deploying the VCA/VEA? Any documentation is welcome. | ||
| Replacement | Which of the following solutions do you typically replace: sentiment analysis; text analytics; knowledge management system (KMS); voice of the customer (VoC); surveys; others? | ||
| Local legislation | Does your solution support in-region hosting that is compliant with local laws? | 0 | |
| References | Can you showcase your solution and do you have reference customers? | 0 | |
| Expected ROI of the solution | Describe the return on investment (ROI) provided by your solution, from other deployments. | ||
| Develop tool for non-development customers | Does your solution support rapid iteration tooling enabling self-service for non-developer customers? | 0 | |
| Effort expected of organization | What effort do you expect from the organization? What kind of roles within organizations are making this effort? | ||
| Scale of the deployments | Do you have the ability to deliver complex, fully integrated, large-scale solutions? What are the limitations of the deployment? | 0 | |
| Type of solution | Is your solution symbolic/semantic; statistical or hybrid? Can you list the components and types? | ||
| Multichannel support | Does your solution provide an omnichannel platform that enables a consistent experience across channels to end customers? | 0 | |
| Manage content in real time | Does your solution support optimization of the solution using data obtained from production traffic? | 0 | |
| Role-specific functionality | Does your solution provide each customer with a customized, role-based customer interface for all application functionality? | 0 | |
| Maintenance | After deployment, what maintenance models are available? | 0 | |
| SLA support | Does your solution provide SLAs that are as applicable for large-scale organizations? | 0 | |
| Response times and performance | What is the typical response time expected from your hosted solution? | ||
| SLA support | Describe your SLA, support organization and escalation procedures. | ||
| Maintenance availability | Will your solution be available for end customers during planned maintenance periods? | 0 | |
| Organizational structure | What kind of organization structure is needed to support the virtual assistant solution for administration? | ||
| Partner solutions | Does your solution use any third-party tools to build your configuration? | 0 | |
| Employee facing and customer facing | Ability of the application to be deployed for both customer-facing and employee-facing purposes. | 0 | |
| Product roadmap | Can you share with us your product roadmaps for the next two years? | ||
| Total Score | 0 | ||
| Total Possible Score | 64 | ||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 | ||
| Customer Interface | |||
| Criterion | Description | Offeror Response | Comments |
| Use of avatar | Do you provide an avatar? Can your avatar be customized? | 0 | |
| Input mode - Text to text | What is the ability of the application to receive input via text and respond via text? Is it a native build or leveraged through a partner? | 0 | |
| Accessibility across devices | Ability of the application to be deployed and to be accessible for customers on web, tablets, self-service kiosks and smartphones. | 0 | |
| Direct/indirect identification | Describe how the VCA/VEA performs any direct and/or indirect identification of the customer. | ||
| Multimodal capture and rendering | Does your solution allow for simultaneous engagements? Please elaborate on it. | 0 | |
| Total Score | 0 | ||
| Total Possible Score | 16 | ||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 | ||
| Processing | |||
| Criterion | Description | Offeror Response | Comments |
| Language recognition | Ability of the application to automatically recognize language in text input. | 0 | |
| Multilanguage support in interactions | Ability of the application to support multiple languages in text input. | 0 | |
| Multilanguage support in one conversation | Ability to handle multiple languages within a conversation. | 0 | |
| Industry-specific solutions | Ability of the application to support industry-specific solutions by enabling the virtual assistants to be pretrained for particular industry-specific use cases so that they can be readily deployed without any development or customization effort. | 0 | |
| Personalized responses | Ability of the virtual assistants to provide personalized responses to customers in interactions by leveraging customer history, attributes and integration to back-end systems. | 0 | |
| Industry experience | What are the main industries you are covering, where you have build taxonomy and/or pretrained intents? | ||
| Parser | Is there a parser within the solution? | 0 | |
| Generating graphs | Can the solution generate ontologies/taxonomies/knowledge graphs? Can it use third-party versions of these as part of conversation design? | ||
| Multimodal enrichment | Can your NLP engine take data collected by other sensors to enrich the processing and results. | 0 | |
| Intent matching | Please describe how the processed input is matched to the appropriate handler of the request. Do you allow contextualization, multiple handler support, multiple intent recognition. | ||
| Total Score | 0 | ||
| Total Possible Score | 28 | ||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 | ||
| Handling | |||
| Criterion | Description | Offeror Response | Comments |
| Brokering and collaboration | Do you have multiple ways to handle intents and a mechanism in place to broker intents among the different handlers? | 0 | |
| Knowledge extraction or fact extraction | Can your solution turn a request into a query, like developing assets by extracting knowledge from a corpus to get started, or extracting knowledge in real time for support? | 0 | |
| Process mapping | Can your solution do process mapping to map conversations into steps in business processes? | 0 | |
| Customization | Is the virtual assistant chat window fully customizable? | 0 | |
| Search | Ability for the application to return the most relevant responses to the customer by understanding the information entered by the customer, and to use the following search technologies: |
* Federated search
* Parameterized search (e.g., categories)
* Weighted terms (keyword based on rankings)
* Metatags/metadata
* Approximate string matching, which includes spelling errors
* Cross-references
| * Self-learning, ability to learn from previous experiences | 0 | |||
| Advanced information search | Ability to search formal data warehouses, software application data stores, content management systems, a formal knowledge repository, unstructured data (e.g., files, images, etc.) and web search engines. | 0 | ||
| Search engine optimization | Ability to optimize the knowledge repository solutions to increase their rankings. | 0 | ||
| Supports integration of external search engines | Ability to integrate with third-party search products. | 0 | ||
| Supports a configurable search for products (by product characteristics) | Ability to search for products by general product characteristics, such as color or type. | 0 | ||
| Support for favorite searches | Ability to save searches as favorites. | 0 | ||
| Natural language model | Ability of the application to use the same natural-language model across different channels and customer touchpoints for virtual assistants. | 0 | ||
| Machine learning and artificial intelligence capabilities | Ability of the application to support machine learning in order to refine the responsiveness of virtual assistants and provide personalized responses to customers based on customer interactions, understanding customer behavior and access to knowledge base and back-end systems. | 0 | ||
| Push of files and information during chat | Can the virtual assistant push files of actual pages to customers to help co-navigate, or is it just a URL to customers? Does the virtual assistant chat window stay open when the URL is pushed? | 0 | ||
| Spell-checking of chat sessions | Ability to make a spell-checker available for incoming customer chat text so that a correct understanding of the questions can be ensured. | 0 | ||
| Customer surveys | Ability to create and leverage surveys as part of the virtual assistant chat interaction. | 0 | ||
| Total Score | 0 | |||
| Total Possible Score | 60 | |||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 | |||
| Integration | ||||
| Criterion | Description | Offeror Response | Comments | |
| Integration with CRM | Ability of the application to be integrated with CRM applications to log or create customer cases or interaction activities. | 0 | ||
| Integration with knowledge management | How does the VCA/VEA integrate with a third-party knowledge management system? Please elaborate on the topic. | 0 | ||
| Integration with different back-end and third-party systems | Ability of the application to be integrated with different back-end and third-party systems to process information and log customer-specific transactions. | 0 | ||
| Knowledgebase articles — Authoring (Embedding) | Ability to embed the following into knowledge articles: |
* Web links
* Graphics
* Audio
* Video
| * Files, such as spreadsheets, Word documents, Microsoft Office email templates | 0 | |||
| Knowledgebase templates | Ability to create templates for groups and individual agent use. Ability to make certain fields mandatory in the knowledge article template. | 0 | ||
| Knowledgebase templates | Ability to make certain fields mandatory in the knowledge article template. | 0 | ||
| Spell-checking | Ability to perform spell-check, including custom dictionary (for example, automatic, manual). | 0 | ||
| Custom dictionaries | Describe your ability for agents to keep their own custom spell-check file. | 0 | ||
| Attachment support | What types of attachments are supported? | |||
| Total Score | 0 | |||
| Total Possible Score | 32 | |||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 | |||
| Response Generation | ||||
| Criterion | Description | Offeror Response | Comments | |
| Natural-language generation | Do you generate natural-language responses based on structured data or other inputs? | 0 | ||
| Contextualization | Do you have the ability to use the contextual capabilities in the platform to tailor the response? | 0 | ||
| Personality | Ability to add personality characteristics to automatically generated responses. | 0 | ||
| Total Score | 0 | |||
| Total Possible Score | 12 | |||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 | |||
| Analytics | ||||
| Criterion | Description | Offeror Response | Comments | |
| Standard reports | Provide a complete summary of all standard reports available, both real-time and historical, for each hierarchy level (department, queue, agent, supervisor, chat, etc.); provide a sample report of each, noting definitions and formulas for all items and options for graphical displays. | |||
| Customer-defined options | Further explain the application's custom report features and customer-defined options to modify standard reports. | |||
| Time zone management | Describe the application's handling of time zone differences; include the ability to convert report data to a set time zone (e.g., Eastern Time). | 0 | ||
| Metrics available | List the application's standard metrics and, for each metric, define the metric and provide the formula details. | 0 | ||
| Metric priorities | For each metric, further define the metric hierarchy (chat/queue/agent/supervisor, etc.) and note where the hierarchy can be customer-defined. | |||
| Metric volumes | List the application's ability to provide volume metrics by time interval (e.g., hours, days, etc.). | 0 | ||
| Metric reporting | Explain how metrics, such as interaction sessions (offered, completed, disconnected), leads, sales, etc., for both actual and goals, can be uniquely defined and measured, and at what hierarchy levels (by department, queue, case, individual virtual assistant session, etc.). | 0 | ||
| Use of analytics | Is the VCA/VEA capable of using real-time analytics to enrich the engagement? | 0 | ||
| Collect VoC data | Does the virtual assistant collect feedback data from the engagement? | 0 | ||
| Interaction recording | Can VCA/VEA conversation be recorded? | 0 | ||
| Data export | Ability of the application to allow data to be exported to an external data mart. | 0 | ||
| Historical data | Ability of the application to support historical data storage and reporting capabilities. | 0 | ||
| Reporting functionality tool | Ability of the application to have an in-built reporting functionality that doesn't require integration with third-party systems for reporting purposes. | 0 | ||
| Format export | Ability of the application to allow reports be exported in various formats (Excel, Adobe, etc.). If yes, please specify which format is supported. | 0 | ||
| Quality assurance | Ability of the application to support and provide quality assurance capabilities. If yes, please provide details of these capabilities. | 0 | ||
| Real-time monitors | Ability of the application to provide real-time system monitors for the virtual assistant. | 0 | ||
| Configuration | Ability of the application to support configuration of dynamic monitors according to defined customer-based criteria. | 0 | ||
| Manual intervention | Ability of the application to support manual transfer and assignment of work in the system. | 0 | ||
| Reporting | Availability of standard reports and dashboards for administrators, agents and business customers to review. | 0 | ||
| Scheduling | Ability of the application to schedule reports. | 0 | ||
| Email of reports | Ability of the application to email scheduled reports to a distribution list. | 0 | ||
| Ad hoc reporting | Ability of the application to support ad hoc reporting capabilities. | 0 | ||
| Real-time reporting | Ability of the application to support real-time reporting capabilities. | 0 | ||
| Custom reporting | Ability of the application to support, define and save custom reports without requiring development support. | 0 | ||
| Interaction analytics | Ability of the application to capture and provide the interaction analytics of virtual assistants across devices and channels. | 0 | ||
| Total Score | 0 | |||
| Total Possible Score | 88 | |||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 | |||
| Exception Handling | ||||
| Criterion | Description | Offeror Response | Comments | |
| Clarifying dialogue | Can your VCA/VEA ask questions that will improve the confidence threshold when the intent is below the confidence threshold? | 0 | ||
| Search | Does the VCA/VEA pass along requests to a search engine that will present the customer with search results. | 0 | ||
| Modality switching | Can the VCA/VEA direct to the appropriate service, app or website where the request can be fulfilled when the confidence threshold is low? | 0 | ||
| Escalation to assistant channels | Can your solution handover to a human customer service agent, as required by business rules, with the necessary information and allow the agent to successfully continue the conversation with customer? | 0 | ||
| Integration with multiple channels | Ability to seamlessly integrate web chat, social and email management solutions with your application from a customer-facing perspective and the contact center perspective. | 0 | ||
| Seamless escalation to agent with context preservation | Ability of the application to transfer or escalate the interaction to a human agent by preserving the context, passing the right information to the agent and tracking the customer journey. | 0 | ||
| Transfer to an agent and vice versa | Ability of the VCA/VEA to escalate a customer to an agent-supported web chat, or to a phone or voice over Internet Protocol (VoIP) session and vice versa? | 0 | ||
| Relevance of context on transfer | Ability of the application to preserve the context of the interaction before transferring it to an agent. | 0 | ||
| Track of customer journey | Ability of the application to record the customer journey transition from the virtual assistant to an agent and the capability to record the interaction history for monitoring and reporting purposes. | 0 | ||
| Total Score | 0 | |||
| Total Possible Score | 36 | |||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 | |||
| Contextual Awareness | ||||
| Criterion | Description | Offeror Response | Comments | |
| Conversational history | Can your application learn from previous conversations and reuse that information in future conversations? | 0 | ||
| Customer preferences | Can customers access preferences and turn off certain capabilities that they are not comfortable with or want enabled? | 0 | ||
| Behavior prediction | Can your solution predict the behavior of a customer based on past interactions or past interactions with others? | 0 | ||
| Proactive conversations | Does your solution allow for event processing and either explicit or implicit rules for triggering starting a conversation? | 0 | ||
| Total Score | 0 | |||
| Total Possible Score | 16 | |||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 | |||
| Learning | ||||
| Criterion | Description | Offeror Response | Comments | |
| Training | What are your training requirements in terms of training data? | |||
| Staffing and time | What time is needed and what skills of staff are needed to train? | |||
| (Unsupervised) learning | Does your NLP engine have to be trained with training data only, or will it be able to adjust the model after deployment based on the result of the conversation with the customer? | 0 | ||
| Supervised learning | How does the solution get smarter over time by observing human responses? Does it have a knowledge exchange program? | 0 | ||
| Total Score | 0 | |||
| Total Possible Score | 8 | |||
| Standardized Score (Normalized to a Range of 0 to 5) | 0.00 |
Offeror Summary
| RFP Offereror Questionnaire Evaluation Summary | ||||
| Technical | ||||
| Criterion | Standard Score | Criteria Weighting | Weighted Average | |
| Administration and Configuration | 0.00 | 15% | 0.00 | |
| SLA | 0.00 | 15% | 0.00 | |
| Administration Interface | 0.00 | 15% | 0.00 | |
| Reporting | 0.00 | 15% | 0.00 | |
| Workflow Automation and Business Rules | 0.00 | 10% | 0.00 | |
| Infrastructure | 0.00 | 15% | 0.00 | |
| Security | 0.00 | 15% | 0.00 |
| Overall Standardized Average Score | 0.00 | |||
| Functionality | ||||
| Criterion | Standard Score | Criteria Weighting | Weighted Average | |
| General | 0.00 | 10% | 0.00 | |
| Customer Interface | 0.00 | 10% | 0.00 | |
| Processing | 0.00 | 10% | 0.00 | |
| Handling | 0.00 | 10% | 0.00 | |
| Integration | 0.00 | 10% | 0.00 | |
| Response Generation | 0.00 | 10% | 0.00 | |
| Analytics | 0.00 | 10% | 0.00 | |
| Exception Handling | 0.00 | 10% | 0.00 | |
| Contextual Awareness | 0.00 | 10% | 0.00 | |
| Learning | 0.00 | 10% | 0.00 |
| Overall Standardized Average Score | 0.00 | |
| Notes: | ||
| Users should customize the capability weightings (Column D) based on their requirements. Column D must add up to 100%. |
Once the spreadsheet has been completed by the Offeror, the results in Column E will be a standardized score of 0 to 4 for each of the major functional areas. The higher the score, the stronger the capability.
File details come from the government source that posted it. Updated .