Intelligent Help and Advice Solution

Type of document: Contract Notice
Country: United Kingdom

1. Title: INTELLIGENT HELP AND ADVICE SOLUTION
2. Awarding Authority: London and Quadrant Housing Trust, GB. Web: (Amina Graham)
3. Contract type: Supply contract
Open
4. Description: This procurement is for the provision of a cloud based intelligent help and advice solution for the fulfilment of the following business requirements:
Provide a cloud based intelligent help and advice solution, with the ability to use it across multiple sites (including home working) for both employees, customers and third party suppliers of the Employer’s out of hours contact service
Have content access for employees via an internal system, and content access for customers via the Employer’s website
Intelligent search and presentation function that quickly finds content on partial searches, and uses AI to present the most relevant articles and answers to a question (based on criteria such as relevance,
content rating, content engagement, and how up to date the content is)
For a minimum viable product, migrate the top 20% of content from the Employer’s existing information to a new solution – including links and attachments
Easy for the Employer to add/change/delete content
Ability for Employer colleagues and customers to rate content, including subsequent workflow integration with D365 for content auditing
Ability to view trending topics / frequently asked questions (FAQs)
Support better content / knowledge management in future with the ability to audit knowledge base
articles and act on any articles that are due to expire, and know which articles have the highest and
lowest engagement
Provide intelligent help and advice content to customers via the Employer’s online services enabling them to search the Employer’s content and self-serve their simpler queries.
Ability to integrate with D365, web chat, and chat bots
Present video as well as rich text content
Please see the procurement documentation available on the website below for additional details.
5. CPV Code(s): 48783000, 72212783, 72212780, 72416000, 48224000
6. NUTS code(s): UKI, UKI7, UKI72, UKJ
7. Main site or location of works, main place of delivery or main place of performance: London, Outer London – West And North West, Brent, South East (England).
8. Reference attributed by awarding authority: CTR00131
9. Estimated value of requirement: Not provided.
10. Date documents can be requested until 4.2.2019 (11:59:00).
11. Address to which they must be sent: For further information on the above contract please visit Web:
12. Other information: Award : 15 February 2019
Contract Start : 18 February 2019
Contract End : 17 February 2020
Process : Non-OJEU
TKR-2019123-EX-961831