Customer Service Management Solution

CBC/Radio-Canada requires a web-based Customer Service Management solution featuring an English and French knowledge base and a multi-channel ticketing system. The scope includes generative AI chatbot capabilities, article recommendations, automated response drafting, API integrations, and customizable reports and dashboards. Eligibility is restricted to Canadian organizations performing work offsite. The buyer anticipates a three-year contract with two one-year renewal options, targeting a delivery date of February 1, 2027. Applicants must submit questions via MERX by October 13, 2026, and submit complete proposals online through MERX before October 23, 2026, at 8:00 PM Eastern Time.