AI Tools for Medicare Experience Modernization - Request for Information

The Centers for Medicare & Medicaid Services (CMS) is issuing a Request for Information (RFI) to gather information on Artificial Intelligence (AI) and Machine Learning (ML) platforms and services. The goal is to modernize the Medicare experience for beneficiaries by enhancing digital and voice channels. CMS seeks solutions for personalized plan recommendations, conversational AI support, predictive analytics, accessible decision support tools, and call center automation. The RFI aims to identify vendors with production-ready, Medicare-specific AI/ML capabilities, understand current commercial solutions, and inform future solicitations for AI tools. Key requirements for respondents include active production deployment, Medicare-specific experience with high volume thresholds (e.g., 1 million Medicare enrollments annually for plan finder solutions), and organizational independence from insurance sales entities. The RFI details specific information requested across various areas, including organizational overview, AI/ML platform capabilities, technical architecture, privacy, security, accessibility, model development, fairness, claims-informed personalization, call center capabilities, implementation approach, cost, and references. The response deadline is March 31, 2026.