Artificial Intelligence (AI) Contact Center Solutions

The Government is seeking information from industry on AI-enabled solutions to support government contact centers. The purpose of this RFI is to understand the current market capabilities, emerging technologies, and approaches to delivering fast, accurate, and autonomous customer service. The Government’s objective is to identify AI capabilities that autonomously, or to the greatest extent possible, automate contact center interactions. • The RFI is looking for information on AI contact center solutions that can resolve multi-channel customer interactions. • The solution should be able to integrate with government systems, third-party platforms, and other AI solutions. • The solution should be able to ingest, organize, and retrieve knowledge from multiple sources. • The solution should leverage state-of-the-art or emerging AI technologies to improve automation, accuracy, and customer experience. • The solution should be able to measure and maintain AI accuracy and quality over time. • The solution should be able to prevent AI outputs from generating unsafe, biased, or inappropriate content.