A vendor is sought to provide support for the development of an AI blueprint and a pilot implementation of Salesforce Agentforce, with the overarching goal of enhancing call center efficiency and constituent service in New York. The initiative aims to assess and validate the ability of Salesforce Agentforce to achieve key business objectives, including shortening average call duration, reducing wait times for constituents, minimizing the number of screens used by call center agents, and enabling faster training for staff.

The selected vendor will conduct up to six discovery sessions with both business and technical stakeholders. These sessions will involve reviewing current data and knowledge content, analyzing existing data flows, and evaluating the current Salesforce implementation as well as other related system architectures. Collaborative efforts will focus on identifying AI use cases that can elevate service levels, reduce process complexity, eliminate redundant tasks, and generate valuable insights into processes and data.

The outcome of this engagement will be the creation of an actionable plan for deploying AI-enabled initiatives within the Salesforce platform. Only service-disabled veteran-owned small businesses are eligible to participate in this opportunity. All questions regarding the project must be submitted by January 15, 2026.