Conversational AI Platform
Reference ocds-h6vhtk-0547fa · Department for Work & Pensions
Prior notice. Estimated value: £19,500,000.
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Amounts and figures
Description
The Department for Work and Pensions (DWP) is responsible for welfare, pensions, and child maintenance policy within the UK. As the UK’s biggest public service department, it administers the State Pension and a range of working age and disability benefits to around 20 million UK citizens. DWP is committed to doing everything it can to enhance the overall citizen experience. Citizens contact DWP wishing to start, validate, change or query their benefit claims. Calls using free phone Non-Geographic Numbers (NGNs) are answered by advisors within the DWP contact centre, which is the largest platform of its kind across all UK Government Departments and is one of the largest in Europe. The contact centre managed service ensures that all twenty-seven of DWP’s Business Groups can connect with and support citizens, while also offering specialist services such as debt recovery and support for citizens with complex needs. Conversational AI Platform is a Natural Language Call Steering (NLCS) solution which allows citizens to speak naturally to determine why our citizens are calling, which then enables the guiding of the call to the right agent which in turn offers the ability to provide person…
Official publications
| Medium | Reference | Date |
|---|---|---|
| FTS | 076129-2025 | 21 November 2025 |
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Frequently asked questions
- What is the estimated value of this tender?
- The estimated value published by the buyer is £19,500,000.
- Who is the buyer of this tender?
- The contracting authority is Department for Work & Pensions (United Kingdom).
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