Service NSW is in the market for a hosted and managed conversational artificial intelligence tool, calling for suppliers to deliver a solution that supports natural language understanding and processing, and large language model (LLM) capabilities.
The agency issued a request for tender on 26 March 2025, with submissions due by 3pm on 15 April 2025.
The project is positioned as part of an ongoing effort to speed up and improve the delivery of conversational AI experiences.
Suppliers are expected to provide a fully hosted end-to-end platform with built-in collaborative design tools, high-fidelity prototyping, rapid user testing, performance analytics, and integration with approved NLP and LLM technologies.
A key goal is to reduce development to launch speed by at least 40 percent, moving from design to launch with minimal engineering intervention.
The platform must support real-time collaboration through a shared canvas with unlimited stakeholder feedback, for designing and improving conversational flows using a “human-centred design process” involving subject matter experts, with limited engineering effort, and enabling automation from the design stage to deployment.
The ability to align and integrate with agency approved language models, adhering to Service NSW security policies, is also required.
Service NSW also wants the tool to integrate with external API gateways, including Genesys PureCloud, Google BigQuery and AWS, while complying with security protocols and data handling standards.
Required deliverables include comprehensive developer documentation, training resources, and ongoing account management. Suppliers must also offer reporting capabilities — either automated or available on request — and provide responsive support.
The agency requires robust performance measurement systems. It expects measurable performance improvements from the solution, including optimised dialogue flows and enhanced user engagement through analytics.
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