TFSC AI Modernization Initiative

The Department of the Air Force Headquarters is issuing a Request for Information (RFI) to gather market research on AI-enabled customer service and contact center modernization capabilities for the Total Force Service Center (TFSC) AI Modernization Initiative. The Government seeks industry input on commercially available solutions encompassing conversational AI for voice and digital channels, natural language understanding, intelligent virtual agents and chatbots, voice automation, human-agent escalation, ticketing and workflow automation, knowledge management, and analytics and reporting. Key requirements focus on enterprise system integration capabilities, secure government deployment (including Impact Level 4/5 support and FedRAMP authorization status), scalability for large-scale customer service operations, and compliance with government security and data governance standards. Respondents should address general company information and relevant experience, AI and natural language processing capabilities, security and compliance posture, technical specifications and scalability, government experience, and feedback on 18 draft requirements covering topics such as AI governance, workflow management, integration patterns, telephony, deployment and hosting including containerization capability, analytics, and implementation support. Responses must be submitted electronically to Shiri Avnet (shiri.avnet.1@us.af.mil) or Corey Collins (corey.collins.12@us.af.mil) as a Microsoft Word or PDF document not to exceed 20 pages by the April 27, 2026 deadline, with the email subject line "Response to RFI-FA701426-TFSC - [Company Name]."

This is a market research RFI only and is explicitly not a solicitation, Request for Proposal, or commitment to award a contract; responses will not be evaluated for contract award and no compensation will be provided to respondents. No set-aside designation has been applied to this opportunity. The Government has not disclosed any incumbent contractors, award values, or budget ranges in this pre-solicitation notice, as this is an informational gathering phase to support future acquisition planning and requirements development. Participation is entirely voluntary, and the Government reserves the right to use or not use any information submitted and is under no obligation to acknowledge receipt, provide feedback, or release the results of this market research effort. The NAICS category associated with this opportunity is Computer Systems Design Services (541512), reflecting the technology-focused nature of the anticipated modernization initiative. Organizations with expertise in AI-enabled contact center solutions, government compliance frameworks, and large-scale enterprise system integration should consider participating in this market research to shape the Government's acquisition strategy for this initiative.