Artificial Intelligence (AI) Contact Center Solutions

The General Services Administration (GSA) Federal Acquisition Service is seeking industry information on artificial intelligence (AI)-enabled contact center solutions to support multi-agency government operations, including virtual voice agents, chatbots, generative AI, and agentic AI technologies. The government's primary objectives are to understand current market capabilities for autonomous customer service delivery and to obtain vendor feedback on a draft Performance Work Statement prior to solicitation finalization. Key requirements include the ability to autonomously handle Tier 0 and Tier 1 interactions across multiple communication channels (voice, chat, email, and SMS), support multilingual capabilities in English and Spanish, maintain compliance with federal security and privacy regulations including FedRAMP authorization, and demonstrate measurable AI resolution rates that minimize human intervention. The government is particularly interested in evaluating vendors' technical architecture, system integration capabilities, knowledge management approaches, and previous deployment metrics from similar government or enterprise environments. Responses to this Request for Information (RFI) are due by January 20, 2026, and this pre-solicitation notice serves as an opportunity for industry to shape the final requirements before formal solicitation.

This procurement is designated as a Total Small Business set-aside, meaning only small businesses are eligible to compete for the contract award. The contract will be structured as a Time-and-Materials agreement with a 12-month base period followed by four optional 12-month renewal periods, establishing a potential five-year performance timeline for the selected contractor. The procurement targets support for multiple federal agencies including USAGov, Login.gov, GSA's Office of Awards, the Department of Health and Human Services, and the Department of State, indicating a government-wide scope of implementation. While specific budget information is not detailed in the pre-solicitation notice, the multi-agency, multi-year nature and advanced technology requirements suggest a substantial contract value. This RFI differs from the previous Government Experience Contact Center (gXCC) initiative and represents a distinct procurement focused specifically on next-generation AI capabilities for federal contact center operations.