Artificial Intelligence (AI) Contact Center Solutions

The General Services Administration's (GSA) Technology Transformation Services (TTS) is seeking a second contractor to provide Artificial Intelligence (AI) solutions for its Government Experience Contact Center (gXCC). This initiative aims to modernize customer service, reduce operational costs, and enhance public experience by automating Tier 0 and Tier 1 interactions across various government programs like USAGov, Login.gov, AROS, FDA, and Department of State (DOS) Overseas Citizen Services. The contractor will deploy state-of-the-art AI, including agentic AI and generative large language models, to handle inquiries via voice, chat, email, and SMS. Key objectives include establishing a scalable, reusable AI solution, reducing costs, improving efficiency through automation, and ensuring compliance with federal security and privacy requirements. The contract will be Time-and-Materials for a 12-month base period and four 12-month option periods. The contractor must adhere to strict security, data, and responsible AI guidelines, including NIST frameworks, and provide comprehensive program management, training, and reporting.

The government's Request for Information (RFI) seeks industry insights on AI-enabled solutions for government contact centers, specifically targeting virtual voice agents, chatbots, and advanced AI technologies like generative and agentic AI. The RFI aims to understand market capabilities for fast, accurate, and autonomous customer service and gather feedback on a draft Performance Work Statement (PWS) to shape a future solicitation. Respondents are asked to provide company information, describe their AI solution's capabilities (including multi-channel interaction, integration, knowledge ingestion, emerging AI technologies, FedRAMP authorization, accuracy, safety, human-in-the-loop management, scalability, and flexibility), highlight innovation, provide metrics on resolution rates and cost/licensing models, and offer feedback on the draft PWS. This RFI is for planning purposes only and is not a solicitation.