The NSW Government, via Service NSW, is seeking a provider for a Conversational AI Tool to enhance digital interactions with customers. This AI-driven solution will incorporate Natural Language Understanding (NLU/P) and Large Language Model (LLM) capabilities to support customer service automation, improve efficiency, and enable rapid user testing for continuous improvement. The solution will be a fully hosted and managed service, aligning with Service NSW’s evolving needs.
The evaluation will consider value for money, platform capabilities, integration potential, security compliance, and customer data protection. The procurement also mandates compliance with NSW Procurement Policies, accessibility standards (AS EN 301 549), and ICT services scheme requirements. The contract is structured under an ICTA Contract and includes performance measurement frameworks to ensure optimal service delivery.
Responses will be assessed based on price (30%) and non-price factors (70%), including technical capability, platform scalability, quality assurance measures, and reporting functionality.
The closing time and date for responses will remain open until the 15th of April 2024.
If you are after further advice on this topic or any tender opportunity, feel free to contact us. You can also subscribe to this newsletter for regular weekly updates.
