RFI - Digital Engagement Platform

The purpose of this market engagement exercise is to gain an insight from the market to inform our future requirements, for example - Artificial Intelligence (AI) capabilities, and to test our current requirements against what is available in the market. HMRC's Digital Engagement Platform (DEP) already supports millions of customers through the provision of customer support by developing and optimising Digital Assistants/Conversational User interface and webchat capability and we'll soon be trialling asynchronous messaging (both technically and operationally). As part of HMRC's 'Digital First' Strategy, we will continue to transform how we engage with our customers and grow this capability - enabling self-service and digital containment to reduce telephony demand.