Artificial Intelligence (AI) Contact Center Solutions

Background
The General Services Administration's (GSA) Technology Transformation Services (TTS) is responsible for managing federal government digital programs that enhance public access to information and services. TTS aims to improve efficiency and customer satisfaction through advanced digital solutions.

The GSA is seeking industry input on AI-enabled solutions to support government contact centers, focusing on technologies such as virtual voice agents and chatbots. This Request for Information (RFI) aims to understand market capabilities and gather feedback on a draft Performance Work Statement (PWS) to inform future solicitations for AI solutions that can handle multi-agency contact center inquiries.

Work Details
The RFI seeks information on AI-enabled solutions that can autonomously or semi-autonomously manage contact center interactions, specifically targeting Tier 0 and Tier 1 inquiries. Key tasks include:

- Understanding current market capabilities and emerging technologies for customer service;
- Providing feedback on the draft PWS;
- Detailing AI contact center solutions that support multi-channel interactions (voice, chat, email);
- Describing integration capabilities with government systems and third-party platforms;
- Ensuring accurate knowledge retrieval from various sources;
- Leveraging advanced AI technologies to enhance automation and customer experience;
- Maintaining AI accuracy and quality over time;
- Managing human-in-the-loop interventions;
- Handling peak demand;
- Ensuring flexibility in adapting the solution to evolving requirements;
- Providing metrics from prior deployments.