Customer Service Solution Using Generative Artificial Intelligence

Auto-translated from fi

Original title: Generatiivista tekoälyä käyttävä asiakaspalveluratkaisu

Liikenne- ja viestintävirasto

Published: Mar 13, 2026

Updated: Apr 29, 2026

Source: TED - Tenders Electronic Daily (EU)

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About This Opportunity

Translated

This procurement aims to develop a novel customer service solution for a public administration organization. The objective is to find a development partner for Traficom and participating organizations, committed to co-creation and partnership in building this new solution. The development will be phased and iterative. The use of generative AI in customer service is a new area for public administration, offering significant expansion possibilities. Amendments to the Digital Services Act in early 2027 will broaden the scope for AI use at the citizen-service interface. Automation in customer service enabled by generative AI is expected to yield productivity and efficiency benefits, introduce new operating methods and processes, and enhance overall service delivery. The partner will be involved in the entire lifecycle, from concept to implementation and ongoing development, ensuring the solution meets the specific needs of Traficom and other public sector entities. This initiative represents a forward-thinking approach to modernizing public services through advanced AI technologies, focusing on improved user experience and operational effectiveness.

This is a services contract in the information and communication technology sector, with a focus on artificial intelligence. Located in Finland, Europe, this opportunity is open to firms and consortiums, with an estimated budget of EUR 10.0 million.

Published through TED - Tenders Electronic Daily (EU), a national government procurement portal. Public procurement tenders follow the country's national bidding regulations and may have specific eligibility and documentation requirements for services in the information and communication technology sector. Service contracts are typically evaluated on both technical quality and price, and may require bidders to demonstrate relevant experience and qualified personnel. This contract has already been awarded. The information is published for transparency and market intelligence purposes.

Description

Original language: fi

Hankinnan avulla rakennetaan uudenlainen ratkaisu julkishallinnon organisaation asiakaspalveluun. Hankinnan tavoitteena on löytää Traficomille sekä hankinnassa mukana oleville organisaatioille kehitystyöhön yhteistyökumppani, joka on valmis sitoutumaan yhteiskehittämiseen ja kumppanuuteen uuden ratkaisun kehittämiseksi. Ratkaisua tullaan kehittämään vaiheissa ja iteratiivisesti. Generatiivisen tekoälyn käyttö asiakaspalvelussa on uutta julkishallinnon organisaatioissa ja tuo isot laajennusmahdollisuudet soveltamiseen. Digipalvelulain muutos vuoden 2027 alkupuolella laajentaa tekoälyn käytön mahdollisuuksia viranomaisen asiakasrajapinnassa. Generatiivisen tekoälyn mahdollistama automatisointi asiakaspalvelussa tuo tuottavuus- ja tehokkuushyötyjä, uusia toimintatapoja ja prosesseja sekä tehostaa henkilöresurssin käyttöä. Ratkaisu toteutetaan niin, että se on mukautettavissa ja skaalattavissa myös muiden julkishallinnon organisaatioiden tarpeisiin sekä mahdollisesti myöhemmin muissa käyttötapauksissa myös sisäiseen käyttöön Traficomissa ja muissa organisaatioissa. Ratkaisun muunnettavuus ja skaalattavuus muille julkishallinnon organisaatioille on otettava huomioon kehitystyössä. Sen jälkeen, kun Traficom on kehittänyt omaan tarpeeseensa ja ympäristöönsä toimivan ratkaisun, modulaarisesti rakennettu generatiivisen tekoälyn ratkaisu on muunnettavissa muiden organisaatioiden käyttöön sopivaksi.

Data provenance

This notice is sourced from TED - Tenders Electronic Daily (EU) and was originally published on March 13, 2026. Last refreshed 55 days ago. Original language: fi. BidsFactory mirrors official procurement notices and links back to the source for full legal text.

About Liikenne- ja viestintävirasto

Liikenne- ja viestintävirasto has issued 45 procurement notices on BidsFactory, including 7 currently open and 12 awarded contracts. Activity concentrates in Information & Communication Technology, Transport & Logistics, and Governance & Public Administration. All notices are published for Finland. Notices are distributed via Hilma Finland and TED - Tenders Electronic Daily (EU). Most recent publication: June 17, 2026.

Frequently asked questions about this tender

Is this tender still open?

No — the contracting authority has selected an awardee for this notice. The record is kept for transparency and market intelligence.

Who is the contracting authority?

This notice was issued by Liikenne- ja viestintävirasto in Finland. The authority is responsible for evaluating bids, awarding the contract, and managing performance.

What type of contract is this?

This is a Services contract in the Information & Communication Technology sector. The classification helps bidders match the opportunity to their qualifications and registered scope of supply.

What is the estimated budget?

The estimated contract value is Up to €10,000,000. Bidders should ensure their proposals are consistent with this range and account for any local taxes and contract execution costs.

Where will the contract be performed?

The contract is for delivery in Finland. Foreign bidders should review local registration, taxation, and any in-country presence requirements before submitting.

How can I submit a bid?

Visit TED - Tenders Electronic Daily (EU) to access the full notice, required documents, and submission instructions provided by the contracting authority.