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Conversational AI Platform
Descriptions
The Department for Work and Pensions (DWP) is responsible for welfare, pensions, and child maintenance policy within the UK. As the UK’s biggest public service department, it administers the State Pension and a range of working age and disability benefits to around 20 million UK citizens. DWP is committed to doing everything it can to enhance the overall citizen experience.
Citizens contact DWP wishing to start, validate, change or query their benefit claims. Calls using free phone Non-Geographic Numbers (NGNs) are answered by advisors within the DWP contact centre, which is the largest platform of its kind across all UK Government Departments and is one of the largest in Europe. The contact centre managed service ensures that all twenty-seven of DWP’s Business Groups can connect with and support citizens, while also offering specialist services such as debt recovery and support for citizens with complex needs.
Conversational AI Platform is a Natural Language Call Steering (NLCS) solution which allows citizens to speak naturally to determine why our citizens are calling, which then enables the guiding of the call to the right agent which in turn offers the ability to provide personalised call deflection and/or self-service offerings. The net result creates several operational efficiencies. This solution will be integrated into the DWP contact centre platform to better serve millions of citizens by improving how DWP handle inbound calls, route queries intelligently, and offer self-service options.
Timeline
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Tender Regions
CPV Codes
64227000 - Integrated telecommunications services
72000000 - IT services: consulting, software development, Internet and support
79512000 - Call centre
48512000 - Interactive voice response software package
Keywords
CRM calls
IT consulting
web services
network support
cloud services
IT outsourcing
inbound/outbound calls
software development
cybersecurity support
IVR call routing system
multi-channel support
voice menu software
application maintenance
helpdesk call centre
merged telecom services
DTMF response system
speech-prompting engine
caller input interpreter
help desk services
digital transformation
call handling services
call queue management
technical support
telemarketing operations
outbound call workflow
voice script designer
system integration
software customization
call centre services
packaged telecom systems
call reporting module
integrated carrier offering
IT infrastructure management
customer contact management
hybrid connectivity solution
bundled voice-data network
all-in-one telecom solution
converged network service
self-service phone system
end-to-end communication service
unified communications provision
multi-service network integration
contact centre operations
telephony automation tool
Tender Lot Details & Award Criteria
1 Tender Lots
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