Al Chatbot and Voice AI Solution

The Vendor is required to provide an AI chatbot and voice AI solution to be implemented by March 2026.
- The solution aims to reduce the volume of low-value calls, provide multilingual support, and improve the efficiency of call routing. 
- This initiative will enhance the city's responsiveness and service quality, particularly for seniors and Spanish-speaking residents who prefer voice communication over digital channels.
- The AI-enabled voice solution must meet the following specifications:
•    Multilingual Support:
o    Support for English and Spanish at a minimum.
o    Capability to add additional languages as needed.
•    AI-Driven FAQ Responses:
o    Ability to answer frequently asked questions (FAQs) accurately.
o    Integration with the city's existing FAQ database, which is under development.
•    Call Routing:
o    Intelligent call routing to ensure calls are directed to the correct department.
o    Capability to handle call forwarding without requiring hardware changes.
•    Text-Back Links:
o    Provide text-back links to OpenGov forms or city web pages for additional information.
•    GIS Integration:
o    Integrate with the city's GIS system to provide real-time, location-based answers.
•    Analytics and Reporting:
o    Real-time analytics to provide insights into resident concerns and call patterns.
- Service Requirements
•    Implementation:
o    Setup and configuration of the AI-enabled voice solution.
o    Integration with existing VOIP system and GIS.
•    Training:
o    Provide training for city staff on how to use and manage the system.
o    Training materials should include FAQs and site/document content.
•    Support:
o    Ongoing technical support and maintenance for the AI solution.
o    Dedicated support during the initial setup and testing phase.
•    Scalability:
o    Ensure the solution can scale across all departments without disruption to current operations.
- Enhanced real-time visibility into resident concerns through AI analytics.