Artificial Intelligence (AI) Contact Center Solutions

The Government is seeking information from industry on AI-enabled solutions to support government contact centers, including virtual voice agents, chatbots, and other advanced technologies (e.g., generative AI, agentic AI). 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. Obtain feedback on an initial, incomplete draft of the Performance Work Statement (PWS). This version is provided for review and comment only; it does not represent a finalized requirement. Industry insight is sought to help shape, clarify, and strengthen the PWS prior to completion. Please note this is different than the previous RFI for Government Experience Contact Center (gXCC) (Previously the PX Contact Center) Services BPA.