Artificial Intelligence (AI) Contact Center Solutions

SOL #: RFIAICCS121925Sources Sought

Overview

Buyer

General Services Administration
Federal Acquisition Service
TTS FAC
WASHINGTON, DC, 20405, United States

Place of Performance

Washington, DC

NAICS

Telemarketing Bureaus and Other Contact Centers (561422)

PSC

Other Professional Services (R499)

Set Aside

Total Small Business Set-Aside (FAR 19.5) (SBA)

Timeline

1
Posted
Dec 19, 2025
2
Response Deadline
Jan 20, 2026, 8:00 PM

Qualification Details

Fit reasons
  • NAICS alignment with historical contract wins in similar service areas.
  • Scope strongly matches core technical capabilities and delivery model.
Risks
  • Past performance thresholds may require one additional teaming partner.
  • Potential clarification needed on staffing minimums before bid/no-bid.
Next steps

Validate eligibility requirements, assign capture owner, and schedule partner outreach to confirm teaming strategy before submission planning.

The Government is seeking information from industry on AI-enabled solutions to support government contact centers, including virtual voice agents, chatbots, and other advanced technologies (e.g., generative AI, agentic AI). 

The purpose of this RFI is to:

  1. Understand the current market capabilities, emerging technologies, and approaches to delivering fast, accurate, and autonomous customer service. The Government’s objective is to identify AI capabilities that autonomously, or to the greatest extent possible, automate contact center interactions. 
  2. Obtain feedback on an initial, incomplete draft of the Performance Work Statement (PWS). This version is provided for review and comment only; it does not represent a finalized requirement. Industry insight is sought to help shape, clarify, and strengthen the PWS prior to completion.

Please note this is different than the previous RFI for Government Experience Contact Center (gXCC) (Previously the PX Contact Center) Services BPA. 

People

Points of Contact

Kenny YiuPRIMARY
kenny.yiu@gsa.gov
Kelsie KharibianSECONDARY
kelsie.kharibian@gsa.gov

Files

Files

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Sources Sought
Posted: Dec 19, 2025
Artificial Intelligence (AI) Contact Center Solutions | GovScope