**Full URS available on request**
Akina Pharmacy’s customer service representatives (CSRs) rely upon job aids for guidance on how to best resolve specific customer support requests. Currently, CSRs must search for job aids manually and using their best judgement, slowing down interactions and creating an opportunity for errors or miscommunication. Automating this process would save time and improve accuracy.
Goals:
1. Develop a chatbot system that helps customer service representatives quickly access and use relevant templates for interactions with providers, patients, and others.
2. Implementation of the final product within CSR daily workflow by 8/20/2026.
3. Prove viability of the system as foundation of expansion into additional functions, such as the future implementation of a client-facing chatbot agent or integration with Akina Pharmacy’s order management software.
Key Features & Requirements:
1. Core System
a. Web-based application using OpenAI API as the AI engine.
b. Google Account Single Sign-On (SSO) with tiered access (CSR, Manager, Administrator).
c. Integration with external ticketing system.
2. Chat Interface
a. Real-time conversation log with markdown support and dark mode.
b. Chat history, user controls, and context buttons for quick data entry.
c. Hyperlinks to relevant job aids directly in the chat.
3. Core Functions
a. File Search – Identify and return the most relevant job aid and template based on:
- Contact type (Provider, Patient, Other)
- Communication type (Email, Phone, Chat)
- Support issue category
b. Information Gathering – Prompt users for missing key data points.
c. Clarifying Ambiguity – Ask targeted questions to refine search results.
d. Metadata Reading – Access type, subtype, approval status, and file URLs.
e. Step-by-Step Guides – Offer follow-up guides from the same job aid.
f. Context-Specific Questions – Confirm applicability for certain restricted job aids.
g. Fallback Handling – Provide structured response if no match is found.
h. Feedback & Ticketing – Allow users to submit issue reports from the interface.
i. Analytics – Track job aid usage, failed searches, and trends.
4. Technical & Non-Functional Requirements
a. Response time: less than 3 seconds per interaction.
b. Uptime: 99% during business hours.
c. Supported browsers: Chrome, Firefox, and others.
d. Audit logging for compliance and process improvement.
To apply, please provide:
1. A brief proposal outlining your approach to meeting the above requirements.
2. Examples of relevant past projects.
3. Estimated timeline and cost for Phase 1 delivery.
