AI in Public Experience (PX) Contact Center Services Blanket Purchase Agreement (BPA)
Description
The AI is intended to solve the problem of high call, email, and chat volumes within the Public Experience (PX) Contact Center (CC) program, which currently handles over 2 million inquiries annually. By leveraging AI, the PX CC aims to decrease these volumes, thereby lowering operational costs for the Government. This aligns with the program's mission as a "voice of the Government," helping citizens navigate and understand Government programs, services, and information, especially as it is deemed a mission-essential function by GSA, expected to remain operational even during national crises.
AI / analytics pattern
Natural Language Processing (NLP)
Automation level / stage
a) Pre-deployment - The use case is in a development or acquisition status.
Expected benefit
Efficiency, productivity, service quality
Controls / human review
Inventory row should be validated against agency governance and M-25-21 controls.