Internal AI Agent Assistant Implementation

Denver Water is seeking proposals for professional services, software implementation, integration, configuration, training, and support to deploy an internal AI Agent Assistant integrated with Genesys Cloud CX and approved customer, operational, and knowledge systems.

Denver Water

General

Status:Closed (past due)

Solicitation Identifier:10575

Due Date:Sep 30, 2026 10:00 PM

Posted Date:Aug 31, 2026 07:57 PM

Contract Period:5 years

Set Asides:

Small BusinessMinority-Owned BusinessWoman-Owned Business

Type:Request for Proposal (RFP)

Level:Local

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Original Solicitation Links

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Contact

Name:Colin Flynn

Email:colin.flynn@denverwater.org

Phone:+13036286265

Submission Instructions

Method:Email

Email:colin.flynn@denverwater.org

Description

Denver Water is soliciting proposals for professional services, software implementation, integration, configuration, testing, training, deployment, and ongoing support for an internal AI Agent Assistant supporting approximately 70 users across voice and digital customer-care interactions. The solution must integrate with Genesys Cloud CX 3 and approved sources including SharePoint, DenverWater.org, Oracle CC&B, and other designated operational systems. Phase 1 is primarily read-only and must provide real-time knowledge retrieval, source citations, customer and operational context, AI-assisted guidance, call summaries, wrap-up-code and contact-type recommendations, analytics, and human review workflows. Phase 2 must support controlled, human-confirmed write-back to Genesys and CC&B, including summaries, contact notes, wrap-up codes, customer records, and field activities. Phase 3 requires conceptual architecture and budgetary estimates; implementation is preferred but not required. The solution must address security, privacy, accessibility, records management, AI governance, auditability, data retention, role-based access, U.S. data residency, integration, and reliability. Commercial cloud solutions are acceptable if they meet the stated requirements; FedRAMP authorization is not required when an accepted substitute certification or attestation is provided. The selected proposer must support remote delivery, provide training and knowledge transfer, and propose realistic Phase 1 and Phase 2 milestones toward completion by April 2027. Denver Water prefers streamlined, embedded agent experiences, out-of-the-box functionality, and a solution that is not permanently locked to Genesys, while remaining open to custom or alternative approaches that meet the requirements. Addendum No. 2 confirms that direct prior Genesys deployment experience is not mandatory when the proposer demonstrates strong relevant AI, retrieval, integration, or comparable contact-center experience; it also clarifies that the solution must support English primarily, preserve access controls, protect payment information during secure pauses, and support future extensibility without requiring a customer-facing chatbot in Phase 1.

Title	Date Posted
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
10575 EPMO SaaS RFP Exhibit J Vendor Security Assessment Questionnaire v.2.xlsx	Sep 15, 2026 12:22 AM
10575 Addendum No.2.docx	Sep 15, 2026 09:16 PM
10575 Addendum No.2 V.2.docx	Sep 18, 2026 08:09 PM
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 Addendum No.1.docx	Sep 15, 2026 12:22 AM
10575 Exhibit A Sample Master Services Agreement.docx	Aug 31, 2026 07:55 PM