WBPHED/EE/RS/e10/2025-2026

Amount

Provision of a certified, cloud-hosted programmable messaging infrastructure enabling high-volume WhatsApp communication (with applicable WhatsApp messaging charges as per conversation category and volume), along with 24x7 mobile network maintenance and connectivity support, monthly recurring charges for hosting and monitoring, and continuous AI and LLM model enhancement using PHED-specific vernacular datasets with real-time data embedding and feedback-driven improvements for 1 year. with provision of programmable messaging services through a certified cloud communications platform (e.g., Twilio and Meta Business API) that supports High-volume, real-time interactions, Smart session handling and query management, Scalable cloud-hosted deployments, Ensure robust support for multi-language interfaces and natural language input. It will also facilitate automated delivery of structured replies, media (PDFs, images), and reports. Along with Mobile Network Maintenance and Connectivity Support, Periodic Mobile Network Maintenance to ensure uninterrupted user experience, including, 24x7 Uptime Monitoring, Failover mechanisms and redundant communication pathways, Latency checks, SIM health verification, and fallback options during service disruptions and Mobile network diagnostics and proactive resolution of regional network issues in rural areas.

Quarterly system enhancement charges of the PHED FAQ WhatsApp Bot to incorporate role-based access (for citizens, engineers, and vendors),support for low-literacy users, interactive menus with quick replies, integration with the other PHE Applications for synchronized data flow, and sentiment analysis to monitor user satisfaction and grievance trends, with applicable platform updates with AI and LLM Model Enhancement. Training and fine-tuning of the AI model using PHED-specific data sets and vernacular inputs to improve Intent recognition, Local language query handling (Bengali, Hindi), Contextual understanding of water-related terms (e.g., “jal sanstha,” “nal connection,” etc.). Implementing Retrieval-Augmented Generation (RAG) to fetch and embed real-time backend data in generated responses. Building feedback loops to continually improve response accuracy based on user satisfaction ratings or missed query logs. Additional Recommended Features to further improve user experience and expand the use cases of the PHED FAQ WhatsApp Bot, with suggested features like Role-based Access, Differentiated query privileges for Citizens (household-level info) Engineers (scheme-wise physical/financial progress), Vendors (material requisition, order tracking), Voice-to-Text Input Support: Integration of voice messaging interpretation, particularly beneficial in low-literacy zones.Interactive Menus and Quick Replies: Guided menu options for first-time users (e.g., "Type 1 for FHTC Status, 2 for Scheme Info"). Integration with Jal Mitra App and WBJJM-Dashboard: Cross-platform data syncing and mutual referencing between systems. Sentiment Analysis: Track user sentiment to assess satisfaction and identify grievance hotspots. If the automated reply or response to a query does not meet the user's requirements, the system should allow the user to log their feedback for further refinement and enhancement of response accuracy. A dedicated database should be maintained for these feedback submissions to facilitate improved machine learning and optimization of the AI platform.

Provision of continuous technical and development support for backend and system maintenance over one year, covering database optimization (SQL/NoSQL performance tuning and cleanup), dynamic content and knowledge base management, logic upgrades for multi-turn conversation handling and fallback strategies, feature augmentation through bot analytics dashboards, GPS-based support(e.g., nearest PWSS information), auto-generated reports, and push notifications (e.g., “Your connection is ready for installation”) Backend and System Maintenance (One-Year Support) with Continuous technical and development support for Database optimisation, Performance tuning of SQL/NoSQL queries, Efficient indexing and periodic cleanup, Content and Knowledge Base Management. With Updating FAQs, scheme logic, terminology, and response formats. Introducing dynamic content mapping based on role (engineer, citizen, GP-level official), Logic Upgrades, Integrating multi-turn conversation handling, Enhancing session continuity and fallback response strategies, Feature Augmentation, Bot analytics dashboard, Custom reports (auto-generated PDFs or Excel), GPS location-based support, Push notifications etc..

ALTAVISTA TECH SOLUTIONS (BID ID -6508371)

Semaphore Computers Pvt. Ltd. (BID ID -6509854)