AI-Powered Customer Self-Service Platform

The agency requires an AI-powered customer self-service platform to modernize digital interactions for pensioners, employers, and employees. The contractor must develop an AI chatbot that answers frequently asked questions using approved knowledge repositories and securely integrates with internal systems for status checks, form submissions, request creation, and record lookups. The vendor must deliver a custom-branded chat interface with role-based website entry points, authentication, human support escalation workflows, reporting, and a scalable architecture. The scope also includes executive AI workshops, discovery sessions, role-based use case development, prompt engineering training, internal usage best practices, change management strategies, and an implementation roadmap. Eligible bidders must perform the offsite work onshore within the United Kingdom. Bidders must submit questions no later than September 14, 2026, and may submit responses digitally via email or online. The agency seeks proposal pricing for a one-year contract period.