Finland – IT services: consulting, software development, Internet and support – Generatiivista tekoälyä käyttävä asiakaspalveluratkaisu

The procurement aims to develop a new solution for the public administration organisation's customer service. The objective of the procurement is to find a development partner for Traficom and the organisations involved in the procurement, who is ready to commit to joint development and partnership to develop the new solution. The solution will be developed in phases and iteratively. The use of generative AI in customer service is new in public administration organisations and brings significant expansion opportunities for application. The amendment to the Digital Services Act at the beginning of 2027 will expand the possibilities for using AI in the authority's customer interface. The automation enabled by generative AI in customer service brings productivity and efficiency benefits, new ways of working and processes, and enhances the use of human resources. The solution will be implemented in such a way that it can be customized and scaled to meet the needs of other public administration organisations and possibly later in other use cases also for internal use in Traficom and other organisations. The adaptability and scalability of the solution for other public administration organisations must be taken into account in the development work. After Traficom has developed a solution that works for its own needs and environment, the modularly constructed generative AI solution can be adapted for use by other organisations.