CC-3910 - USA (Arizona) - AI Call Center Service - Deadline November 2,2026

(1) Vendor needs to provide Artificial Intelligence (AI) powered customer service solution to modernize and enhance member and provider support services.– The solution integrates the Genesys Cloud platform with ServiceNow to provide an intelligent, omnichannel customer experience supporting voice, chat, and SMS interactions.– The implementation will automate routine customer service functions including eligibility verification, claim status inquiries, provider searches, benefits inquiries, and case status requests while maintaining seamless escalation pathways to live agents.– Validation of automated case creation, routing, escalation, and handoff processes between AI bots and live agents.– Go–live readiness assessments and independent risk validation(2) All question must be submitted no later than October 14, 2026.– All Task Orders published below are limited to contractors who hold a current contract as listed in the “statewide contract set.” Entities who do not hold a current contract under the contract set listed, are not able to submit a proposal. Do not submit a proposal.