California Tax Department Wants to Boost Call Center Ops with GenAI

The California Department of Tax and Fee Administration (CDTFA) is looking to use the power of a generative AI to enhance its call center operations. The goal is to efficiently handle over 800,000 taxpayer inquiries annually by using the new technology to quickly access and generate responses from vast reference materials.

The initiative, a part of a series of opportunities related to AI, involves a partnership between the departments of General Services and Technology on behalf of CDTFA.

Why is this important?

The CDTFA's tax and fee program information is complex and scattered across various sources, making it challenging for call center agents to provide timely and accurate assistance. The GenAI solution should integrate seamlessly with CDTFA's AWS Connect solution, scheduled for implementation in March.

The minimum requirements include pre-trained GenAI functionality, compatibility with CDT-managed cloud environments, and adherence to security guidelines.

According to the official website, the procurement process follows a flexible and competitive approach to encourage innovation and collaboration. Respondents must submit innovation concept papers outlining their proposed solutions, addressing elements of the problem statement, technology used, implementation timeline, integration processes, and critical success factors.

An online conference is scheduled, and questions are due by a specified date. The evaluation, notification, Proof of Concept (POC) contract development, and awards timeline is outlined, with the final contract award date yet to be determined.