Customer Service Management Solution

PLEASE READ THE FOLLOWING COMPLETELY AND CAREFULLY PAYING ATTENTION TO ALL REQUIREMENTS AND DATES. CBC/Radio-Canada is seeking Proposals in response to its Request for Proposal. An Agreement resulting from this RFP may potentially be for three years with two irrevocable options to renew for a one year period. 1. SUMMARY OF REQUIRED GOODS/SERVICES: CBC/Radio-Canada is seeking proposals to establish a Services Agreement for a Customer Service Management solution that includes both a knowledge base (KB) and a ticketing system. The knowledge base solution will: Provide a web-based product for articles with video, images, and text about our various products and content in either official language (English and French). Ideally this includes an optional generative AI chatbot and other smart methods for users to find the information they need. For users who have not found what they need on the KB, allow them to submit feedback or questions (in either official language) about all aspects of our business through forms within the KB. These forms should be customizable such that we can ask for all relevant information from the user. Have a user journey to submit tickets that includes features for deflecting customer tickets with self-help options that save agent resources. Examples of this include: a chatbot assists the user to query content, then if they still choose to submit a ticket, an AI engine recommends articles, then after submitting a ticket, the system sends a confirmation email including reminders of self-help options tailored to the ticket contents. Have reports and statistics about popularity and success of various KB content, and other such analytics. Ideally includes an AI feature that can highlight gaps in KB content or suggest wise configuration changes. Have a customizable interface such that it can be styled like our other web products, and load custom JavaScript for various purposes: analytics libraries, A/B testing code, etc. The ticketing solution will: R