Industry Newsllmcontact centregenesysdata privacy
ATO Seeks AI Contact-Centre System Overhaul
8.2
The Australian Taxation Office this week released tender documents for RISE, a five-year project to replace its 1999 Genesys Engage contact-centre system by December 2028 and modernize customer service. The agency says AI — including configurable machine learning and LLM features like prompt chaining and self-correction — is highly desirable while strictly forbidding ATO data for external model training; bidders are due March 2.
Key Points
- 1Announces five-year RISE tender to replace Genesys Engage, targeting AI-enabled contact centre by 2028.
- 2Seeks ML and LLM capabilities like prompt chaining and self-correction to improve efficiency and service.
- 3Forbids ATO data for external model training, creating strict privacy constraints for bidders and vendors.
Scoring Rationale
Strong actionable and credible procurement news for vendors, limited novelty beyond Australian public-sector contact-centre transformation.
Sources
Public references used for this report.
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