Intelligent Virtual Agent RFI

PROJECT SCOPE/DELIVERABLES: FEMA requires the Contractor to provide and support software that assists FEMA to respond to inquiries from CFNRL applicants and to duplicated or customize the existing COVID funeral IVA system (CFNRL IVA) to support the continuance of the COVID-19 Funeral Assistance program and other disaster related response in both English and Spanish. The CFNRL IVA system is to operate 7 days a week, 24 hours a day, 365 days a year.

It has the capacity to handle up to 18,000 calls a month and is scalable if needed to handle a surge of calls. Tasks may include systems and application modifications, including: • Software Programming • Software Testing • User Acceptance Testing (UAT) with FEMA staff • Updating IVA system responses to match new and updated FEMA policy • Software quality assurance for integration testing