USCIS Seeks AI Contact Center Replacement
The agency issued a request for information on an AI-enabled, cloud-based system to replace its Enterprise Customer Experience operations.
Updated on Nov. 4, 2026 in Immigration
U.S. Citizenship and Immigration Services posted a request for information on SAM.gov for ECX2, a recompete of an existing task order for AI-enabled contact center services. Industry responses are due November 12, 2026.
Why it matters
USCIS contact centers field roughly 15 million toll-free calls each year, so the design of its replacement system affects a large volume of public inquiries. The RFI will also determine whether the work is set aside for small businesses and which contract vehicle is used.
The RFI sets a 99.99 percent availability requirement on a FedRAMP Moderate platform with room for up to 3,000 live agents, while about 1,500 agents currently work at 18 sites nationwide. Agency responses will shape the final requirements, and the $50 million to $100 million value estimate remains a forecast.
The players
U.S. Citizenship and Immigration Services
The U.S. Citizenship and Immigration Services is the federal agency within the Department of Homeland Security that administers immigration benefits and operates the contact centers affected by this request.
The details
USCIS is seeking industry input on a cloud-based, AI-enabled contact center to replace its current Enterprise Customer Experience operations. The RFI asks whether AI voice systems can keep at least 75 percent of calls from reaching a live agent.
Timeline
November 12, 2026, 8 a.m. Eastern: Deadline for industry RFI responses to Contract Specialist Brittany Willette.
March 1, 2027: Expected ECX2 solicitation release date.
July 2, 2027: Current Enterprise Infrastructure Solutions arrangement expires.
Policy Context
The ECX2 request applies the FedRAMP Moderate authorization standard that federal agencies use to vet cloud services before adoption. The solicitation builds on the existing Enterprise Infrastructure Solutions vehicle, which expires July 2, 2027.
Members of the public who contact USCIS by phone may encounter an AI-driven system if the replacement is awarded, since the RFI targets routing most calls without a live agent. The RFI does not specify how callers will reach a human representative if needed.
The takeaway
The RFI signals that USCIS is weighing automation to handle high call volume, but final performance standards will depend on industry feedback. Readers tracking federal immigration services should watch the March 2027 solicitation for concrete requirements.
What happens next
Industry responses to the ECX2 request for information are due November 12, 2026, and the solicitation is expected to be released March 1, 2027.
Further reading
For related federal immigration service coverage, see Immigration.
Source note: This article includes information reported by Executive Gov.
