The Operational Services Division (“OSD”) and EOHHS IT participated in an engagement with the Executive Office of Technology Services and Security (“EOTSS”) and the Executive Office of Administration and Finance (“A&F”), through which EOTSS contracted with Offeror to develop a host of Artificial Intelligence (“AI”) agents, including one to assist the EOHHS IT Operations Division. The AI agent for the EOHHS IT Operations Division ingests department guides and policies to help answer customer service questions related to end user and application support inquiries. Under the contract between EOTSS and Offeror, Offeror collected requirements, built the general agent framework, and conducted testing and validation of the technologies. Offeror proposes to complete the development of the AI agent, conduct user testing, resolve defects, ensure the agent is “production ready” and determine if further iterations are needed. The Offeror will also work with EOHHS IT to transition the maintenance and support to Commonwealth resources.
