Artificial Intelligence (AI) Contact Center Solutions
ID: RFIAICCS121925Type: Sources Sought
Overview

Buyer

GENERAL SERVICES ADMINISTRATIONFEDERAL ACQUISITION SERVICETTS FACWASHINGTON, DC, 20405, USA

NAICS

Telemarketing Bureaus and Other Contact Centers (561422)

PSC

SUPPORT- PROFESSIONAL: OTHER (R499)

Set Aside

Total Small Business Set-Aside (FAR 19.5) (SBA)

Original Source

https://sam.gov/workspace/contract/opp/d816d8fa5a9f4c7f83c7558e787cf85b/view
Timeline
    Description

    The General Services Administration (GSA) is seeking industry insights for Artificial Intelligence (AI) Contact Center Solutions to enhance government customer service capabilities. The primary objective is to gather information on AI-enabled solutions, including virtual voice agents and chatbots, to automate Tier 0 and Tier 1 interactions across various government programs, thereby improving efficiency and reducing operational costs. This initiative is crucial for modernizing customer service in government contact centers and ensuring compliance with federal security and privacy standards. Interested parties can provide feedback on the draft Performance Work Statement (PWS) and share their AI solution capabilities by contacting Kenny Yiu at kenny.yiu@gsa.gov or Kelsie Kharibian at kelsie.kharibian@gsa.gov. This opportunity is set aside for small businesses under the SBA guidelines, with a focus on innovative and scalable solutions.

    Point(s) of Contact
    Kenny Yiu
    kenny.yiu@gsa.gov
    Kelsie Kharibian
    kelsie.kharibian@gsa.gov
    Files
    Title
    Posted
    AI Contact Center PWS_ Draft_Dec 2025.docx
    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.
    RFI_ AI Contact Center Solutions Dec 2025 (1).docx
    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.
    Lifecycle
    Title
    Type
    Artificial Intelligence (AI) Contact Center Solutions
    Currently viewing
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