Software Package And Information Systems – Saas Solution For Support Contact Tools And Associated Services. 1- Presentation Of The Need The Purpose Of This Consultation Is To Meet La Postes Needs For Software Licenses For Support Contact Tools And Associated Services. This Software Solution Must In Particular: O Be In Saas (Exhibit The Service Or Offer The Exposure Of The Service And Its Administration). O Propose Self-Care And Support Request User Journeys. The Software Solution Will Be Able To Expose These Journeys (Self-Care And Support Request) To The User In The Form Of A Portal. In Addition, This Integrated Solution Must Replace The Following 3 Existing Tools (Which Are Currently Distinct): • The Web Portal • The Chat Bot • Live Chat To Communicate With Support Advisors The Main Services That The Software Solution Must Offer Are In Particular The Following; - Self-Remediation/Communication Services: Current User Tickets, Self-Care Via Chatbot, Incident Alert, Information (Release Notes) - Escalation Services With Support Contact Channels: Creation Of Support Request Tickets Support, Livechat With An Advisor, Telephone Calls Depending On The Services, The Saas Solution Sought Must: - Either Expose The Service, - Or Offer The Administration And Exposure Of The Service And Its Administration The Services Exposed In The Portal Must Be Integrated In Order To To Offer A User Experience Fluid And Homogeneous. The Services Administered By The Saas Solution Must Be Integrated In Order To Offer A Fluid And Homogeneous Administrator Experience Without Seams. Finally, The Services Administered By The Solution Must Be Callable Independently For Integration Within The Different Is Applications. 2 – Services And Scopes Offered By The Software Solution - Current User Tickets: Show Current Support Tickets For The User Or Their Scope (Managed Teams, An Establishment Or Home Site, Etc.) - Selfcare: Create, Administer And Host Selfcare Sequences. - Hybrid Chat Bot In Terms Of Technologies: Nlp & Generative Ai. First Step (Q1 2026): Nlp For User Interaction And Generative Ai To Create Sequences: The Publisher Provides A Tool That Allows The Creation, Hosting And Administration Of Sequences. The User Will Interact In A Classic Way With These Nlp Sessions. The Creation Of New Sequences Should Also Be Possible By Connecting An Ai To Internal Documentary Databases (Sharepoint, Itsm Ticket Resolution, Etc.). Second Step: Hybrid Nlp / Generative Ai: Interaction In Nlp And If Failure, Disengagement In Generative Ai. Third Step: All Generative Ai: Ultimately, La Poste Wants Ai That Can Consult Business Knowledge And Respond To The User On The Fly. Transition From Sequence Database Management To Rag Management. - Incident Alerts: Create, Administer And Host Incident Alerts And/Or
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