France – Software package and information systems – Accord Cadre pour l'acquisition et le maintien en condition opérationnelle d'une solution de NLU et d'agents conversationnels pour les clients d'EDF

The subject of the contract is the supply and MCO of an NLU solution and conversational agents. The product will provide a conversational agent that analyses transcripts from voice conversations and a conversational agent that analyses written conversations via a ChatBOT. This solution must offer an IHM for consultation. By conversational agent, we mean artificial intelligence technologies that understand customer intentions and offer them appropriate responses. This conversational agent must be able to interface via API with the telephony service of the ENTREPRISE (a SpeechToText (STT) and a TextToSpeech (TTS)) for the SVILN and must include a presentation layer that can integrate with various solutions of the ENTREPRISE (website and native applications) regarding the ChatBOT. The solution must allow the extraction and asynchronous exploitation of verbatims and tagging to qualify conversations for marketing exploitation, professional development and exploratory analyses for the ENTREPRISE (detection of weak signals, customer engagement...) and include Generative Artificial Intelligence technologies. This solution will be hosted and managed by the CONTRACTOR. EDF SA issues this contract notice on its own behalf, and on behalf of its subsidiary G2S (direct beneficiary). The maximum value of this Framework Agreement is estimated at 3.2M€. The volume of client requests processed will follow the potential and seasonality of the ENTREPRISE's activities. For reference, the ENTREPRISE processes approximately 30 million requests per year for the SVILN and 11 million for the ChatBOT. The subsidiary ENEDIS may benefit (stipulation for third parties), if it wishes and at their first request, from the commercial conditions of the contract awarded by EDF SA for its needs. It is specified that the need of the subsidiary ENEDIS is estimated (as of the date) at an indicative value of approximately 2.5M€. A description of the need is available in the document "CCTP solutions NLU agent conversationnel", referenced DOCUMENT n°5 and available on the EDF Procurement Portal https://pha2.edf.com - AVIS023361. The contract will have a duration of 8 years, including 2 firm years and 6 optional periods of 12 months each.