The digital department wishes to connect with firms that could potentially offer technology to form the backbone of generative tools to be used across government service helplines for the public
Government is to explore whether responsive automated voice tools powered by generative artificial intelligence could be introduced to public helplines.
The Department for Science, Innovation and Technology has launched an early-stage market engagement exercise, through which it hopes to hear from tech firms that could help support a “GOV Voice” platform.
A commercial planning notice newly published by the tech department states that such a system could incorporate the latest generative tools as part of government telephone helplines. DSIT is seeking to connect with companies that could, potentially, provide technology to underpin an AI voice platform.
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“DSIT is exploring how the latest AI voice technology could significantly improve citizen’s experience of government call centres by introducing citizen-facing generative AI solutions, and is seeking suppliers who may form part of the solution,” the notice adds. “This premarket engagement seeks information relating to providing an AI voice technology solution. We are interested in learning from suppliers what they have already deployed in both the public and private sectors, to understand the functionality, scalability, interoperability, financial models and AI evaluation framework of current production systems.”
Companies wishing to take part in the early engagement exercise are asked to email DSIT to obtain a questionnaire, which must then be returned by midday on 2 March.
Several departments already use automated pre-programmed responses or voice-recognition tools in their public telephone helplines – but sophisticated generative tools capable of more advanced conversation would represent a significant step beyond what is currently used.
