Intelligent help and advice

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 for additional details concerning L&Q's requirement.

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