Veterans Affairs Department Seeks Industry Input for Contact Center Tech Upgrade
The Veterans Affairs Department is seeking industry input to enhance its contact center's backend technology infrastructure. Currently, the VA uses the NICE CXOne platform as the core of its contact center operations, supplemented by Medalia and an IT service management tool based on ServiceNow. The department has issued a request for information (RFI) to explore the integration of new artificial intelligence applications and other technological advancements. Among the 13 new capabilities sought are conversational AI, including voice and chatbots with multilingual capabilities, intent recognition, and dynamic conversation flow generation. The VA is also interested in AI intent-based routing, predictive routing, and hyper-personalized customer experiences. The RFI outlines the need for submissions to include firm-fixed-price licensing models and potential contract vehicles, with a submission deadline set for May 4. 
