Open Closing in a 4 months
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
IVR call routing system
voice menu software
telephony automation tool
speech-prompting engine
caller input interpreter
DTMF response system
self-service phone system
voice script designer
outbound call workflow
call reporting module
all-in-one telecom solution
bundled voice-data network
unified communications provision
converged network service
integrated carrier offering
packaged telecom systems
hybrid connectivity solution
merged telecom services
end-to-end communication service
multi-service network integration
IT consulting
software development
web services
network support
system integration
IT infrastructure management
digital transformation
cloud services
cybersecurity support
application maintenance
helpdesk services
technical support
software customization
IT outsourcing
call centre services
contact centre operations
inbound/outbound calls
customer contact management
call handling services
multi-channel support
telemarketing operations
helpdesk call centre
call queue management
CRM calls
Tender Lot Details
2 Tender Lots
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Possible Competitors
1 Possible Competitors
