Internal AI Agent Assistant Implementation
Denver Water > Procurement Section, Administrative Services
Original Solicitation Links
Contact
Submission Instructions
Description
Denver Water is soliciting proposals for an internal AI Agent Assistant solution to support Customer Care Representatives during live customer interactions. The selected contractor must provide professional services, software implementation, integration, configuration, testing, training, deployment, and ongoing support. The solution must integrate with Genesys and approved sources including SharePoint, DenverWater.org, and CC&B, with read-only integrations in Phase 1 and Genesys and CC&B write-back capabilities in Phase 2. It must provide real-time knowledge retrieval, source citations, customer account and consumption information, operational and outage context, AI-assisted guidance, call summaries, draft account notes, wrap-up-code and contact-type recommendations, analytics, feedback mechanisms, and human review before information is written to systems of record. The solution must address extensive security, privacy, accessibility, records-management, AI-governance, auditability, data-retention, integration, and reliability requirements. Phase 3 and future integrations, including Maximo, mPlatform, Moata, the Data Lake, Tokay, Microsoft Dynamics, payment systems, and customer-facing chatbot capabilities, are out of scope or roadmap items. Proposers must provide detailed methodology, industry experience, service levels, implementation schedule and statement of work, staffing plan, data-processing approach, AI-reliability information, pricing, references, accessibility documentation, security questionnaires, and required business and insurance documentation.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Commercial General Liability — $1,000,000.00
- Automobile Liability
- Professional Liability — $1,000,000.00
- Workers' Compensation
- Technology Errors and Omissions/Cyber Liability — $2,000,000.00
- Minimum 3 references
- Within the last 5 years
- Client point of contact required for each reference
Documents
| Title | Date Posted |
|---|---|
| 10575 EPMO SaaS RFP Exhibit I Technology Accessibility Vendor Questionnaire.xlsx | Aug 31, 2026 07:55 PM |
| 10575 EPMO SaaS RFP Exhibit J Vendor Security Assessment Questionnaire.xlsx | Aug 31, 2026 07:55 PM |
| 10575 Exhibit A Sample Master Services Agreement.docx | Aug 31, 2026 07:55 PM |
| 10575 Request for Proposal.docx | Aug 31, 2026 07:56 PM |
| 10575 Exhibit B Proposal Response.docx | Aug 31, 2026 07:56 PM |
| 10575 EPMO SaaS RFP Exhibits CDEFGH.xlsx | Aug 31, 2026 07:55 PM |
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