The Federal Emergency Management Agency's (FEMA) Office of the Chief Information Officer (OCIO) Enterprise Service Desk (ESD) is seeking to enhance its toolset with artificial intelligence (AI) to provide an excellent customer experience through automation and AI learning capabilities. The ESD has several enhancement goals, including implementing AI tools, automation/system enhancements, self-service, and human-centered support. The agency is looking for vendors to provide information on remote access software applications, continuous improvement with technological tools, automation tools, and dashboard technologies. Some key points to consider include: • Implementing AI tools such as smarter chatbots and language learning to assist customers in finding knowledge for self-resolutions or submitting catalog requests. • Automating ticket categories, priority, and routing, and integrating with other tools such as ServiceNow and MS Teams. • Providing training for technicians to improve customer service skills and customer experience. • Implementing network monitoring tools to maintain awareness of overall network operations and respond quickly to diagnose, escalate, and resolve larger issues affecting the enterprise.