US Army RFI: Shared Services Center (ASSC) Enterprise Help Desk

Notice ID: W56JSR-25-CECOM-SEC-ASSC-HELPDESK

US Army CECOM Army Shared Services Center seeks to gather information on existing and emerging tools for maximizing efficiencies in software help desk support. ASSC believes that industry partners may have innovative and groundbreaking tools and processes for help desk support that ASSC may be able to incorporate into its Tier 1 Enterprise help desk services.

ASSC is looking for industry best practices and innovations to optimize help desk support. We see four main areas for AI, or other, tools to support:

1. User self-help tools: chat bot for user to ask questions, get AI generated answers and direction to reference material
2. Ticket management: AI does triage and directs tickets to Tier 1, 2, or 3 resources.
3. Analysis: AI to help analyze ticket statistics, identify trends, and help leadership understand causal relationships in the data.
4. API Integration: ease of integration of a Help Desk (Tier1) software solution with a variety of program specific Tier 2 & 3 software solutions.

Read more here.

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