Description
The Air Force Personnel Center (AFPC) is seeking information from industry to better understand commercially available capabilities for the modernization of customer service operations supporting the Total Force Service Center (TFSC). The goal is to explore options for modernizing TFSC customer service capabilities through the use of advanced automation and artificial intelligence-enabled solutions. Areas of interest include intelligent virtual agents, conversational AI, voice and chat automation, knowledge-based assistance, workflow automation, agent-assist capabilities, analytics, secure integration with enterprise systems, and scalable contact center operations.
Key aspects of the project include:
• Conversational AI for voice and digital channels
• Natural language understanding and intent recognition
• Intelligent virtual agents and chatbots
• Voice automation and IVR modernization
• Human-agent escalation and assisted service
• Ticketing and workflow automation
• Knowledge retrieval and response generation
• Analytics, reporting, and performance monitoring
• Integration with case management, CRM, telephony, and enterprise systems
• Secure deployment in government or DAF-relevant environments
• Scalability to support enterprise customer service operations
Attached files
Contact
Ashley Raymond