RFI - Digital Engagement Platform

Tender description

The purpose of this market engagement exercise is to gain an insight from the market to inform our future requirements, for example - Artificial Intelligence (AI) capabilities, and to test our current requirements against what is available in the market. HMRC's Digital Engagement Platform (DEP) already supports millions of customers through the provision of customer support by developing and optimising Digital Assistants/Conversational User interface and webchat capability and we'll soon be trialling asynchronous messaging (both technically and operationally). As part of HMRC's 'Digital First' Strategy, we will continue to transform how we engage with our customers and grow this capability - enabling self-service and digital containment to reduce telephony demand. Lot 1: The purpose of this market engagement exercise is to gain an insight from the market to inform our future requirements, for example - Artificial Intelligence (AI) capabilities, and to test our current requirements against what is available in the market. HMRC are currently reviewing our requirement for the future 'Platform as a Service' for provision of webchat, digital assistant/Conversational User Interface (CUI), asynchronous messaging and a supporting reporting and analytics capability from a 'cloud-based' solution. The department's vision is to provide an omni-channel, flexible approach to customer contact - providing customer service solutions that meet demand in a way that works both for customers and our contact centre model. Additional information: This PIN is not a call for competition. HMRC would like to invite potential suppliers to participate in a pre-market engagement activity during the period week commencing 18th July 2022. If you are interested, please see section "VI.3. Additional information" and email matthew.taylor5@hmrc.gov.uk the information required that is noted in section VI.3 to be invited to the Request For Information and view the RFI document.