The aim of the procurement is to introduce an AI-based voice agent solution that automates responses to publicly available routine and standard enquiries, providing answers 24 hours a day in multiple languages, whilst forwarding complex, sensitive or security-related matters to staff at the Customer Contact Centre. This is intended to enhance service quality and efficiency, improve availability and specifically reduce the workload on staff. The subject of the procurement is an AI voice agent solution for semi-autonomous telephone-based customer communication at FZAG’s Customer Contact Centre. The solution comprises the provision, configuration, integration and roll-out of an AI voice agent, as well as operational support.
| Contracting authority | Flughafen Zürich AG - Zentraler Einkauf |
|---|---|
| Place | Zürich-Flughafen |
| Canton | Zürich |
| Contract type | Supply contract |
| CPV | 48100000 Branchenspezifisches Softwarepaket |
| International treaty | Yes |