Tenders Are Invited For Software Package And Information Systems – Sv-Kwa-260120-005 - Ai-Supported Voice/Chatbot In Customer Service

Software Package And Information Systems – Sv-Kwa-260120-005 - Ai-Supported Voice/Chatbot In Customer Service. In An Increasingly Digitalized World, The Use Of An Ai-Supported Voice And Chatbot At Stadtwerke München Is Intended To Respond To The Increasing Requirements And Expectations Of Customers In Order To Sustainably Secure Competitive Advantages. The Aim Is To Automatically Process First-Level Customer Concerns Around The Clock (24/7) In Order To Relieve Customer Service Employees Of Their Day-To-Day Business. The Voicebot Should Be Able To Automatically Recognize Incoming Customer Calls, Classify Them And - Depending On The Scenario - Complete Them Independently Or Forward Them To The Specialist Department For Further Processing. At The Same Time, A Chatbot Will Be Introduced On Web And App Channels To Handle Simple Customer Inquiries Around The Clock Without Human Intervention. The Possible Services Are Divided Particularly, But Not Exclusively, Into The Following Areas. 1.) Provision Of An Ai-Supported Voicebot For Telephony (Inbound Calls) And A Chatbot For Web And App Channels. 2.) Automated Processing Of Customer Concerns (Recognition, Classification, Completion Or Forwarding To Specialist Departments). 3.) Integration Into Existing System Landscape, In Particular: - Aws (Telephony Platform, E.G. Amazon Connect) - Sap Service Cloud (Customer And Service Information) - Cms System (Magnolia For Faq/Knowledge Articles) 4.) Development And Implementation Of Interfaces: - Rest/Odata, Sip/Webrtc - Secure Authentication (Oauth 2.0, Aws Iam, Sap Identity) 5.) Gdpr-Compliant Data Transfer And Storage With Defined Protection Requirement (“High”). 6.) Configuration Of Ai Agents And Prompts For Operational Use. 7.) Carrying Out Tests: - Unit, Integration And Load Tests - Ensuring Performance With High Request Volumes 8.) Documenting The Interfaces And Handing Them Over To Operations. 9.) Training Of Key Users: - Content And Methods In Accordance With Swm Specifications - Goal: Efficient Use And Multipliers In The Company 10.) Provision Of An Operation And Maintenance Concept: - Monitoring - Ticket Processes For Disruptions And Changes 11.) Support Services: - German-Speaking Support - Defined Availability And Solution Times - Presentation Of Disruption, Service And Change Processes 12.) Scalability Of The Solution: - Taking Into Account Increasing Call And Chat Volumes - Proof Of “Fluid” Performance 13.) Agile Further Development After Implementation: - Ticket-Based Adjustments (Xs–Xl) - Billing According To Story Points Over 5 Years Subject To Change. There Is No (Minimum) Acceptance Obligation For The Client. The Minimum Requirements For The Examination Of Applications To Participate Are: - At Least 3 References With Illustrations Of The Different Types Of Procedures With At Least 1 Reference From An Energy And Utility Company - One Of Which Is A Reference With At Least 400,000 Processed Calls Per Year - The Software Provider Takes Over The Complete Implementation