Automated Support Agents, AI Chatbots and Related Solutions and Services

The Vendor is required to provide an AI-powered service automation solution that reduces the burden of high-volume, routine interactions on city staff while improving the speed and quality of service for residents and internal users alike.
- The City's goal is to establish a single, enterprise-grade platform capable of handling interactions across multiple channels, completing transactions on behalf of users, integrating with existing city systems, and expanding to serve additional departments over time.
- Automate resolution of high-volume, routine IT support interactions for city staff. The platform must integrate with the City's existing IT service management system (Ivanti Service Management) and intelligently route complex requests to live agents. Success in this phase establishes the foundation for subsequent deployments.
- In 2025, Internal Information Technology (IT) Department Service Desk resolved 36,966 tickets:
• Application Support = 5,671 tickets
• General Service Request = 5,615 tickets
• Computer Support = 5,014 tickets
• User Management = 4,381 tickets
• Account Management = 2,718 tickets
• Print Services = 2,242 tickets
• Software Purchasing = 1,414 tickets
• Hardware Purchasing = 1,160 tickets
- Account & Access Management
• Unlock user accounts - fully automated resolution with identity verification
• Reset passwords - fully automated, self-service resolution
• Access modification requests - structured intake, approval routing, and access status updates
- Laptop/desktop issues - guided troubleshooting, diagnostics, and structured intake; smart escalation to Tier 2 when unresolved
- Email connectivity and password issues - known-error resolution, password-related fixes, escalation for outages
- Software installation requests - eligibility checks, approval routing, and status tracking; intake and follow-up automation even when manual execution is required
- General technical support based on City asset types and historical ticket data - offered as an optional user choice when information reliability cannot be guaranteed
- The agent must support both text-based chat and call-based interactions
- During the initial POC/pilot, the agent may operate on a separate, optional call line
- Once functionality is validated, the agent becomes the default first point of contact for all incoming calls and chats
- Users must retain the ability to request a human agent at any time, without restriction
- Customer satisfaction scores (helpfulness, likelihood to recommend, improvement suggestions)
- Customer Service Solution Center handled 251,274 calls:
• Water Account Inquiry (English) = 29,279 calls
• Water Account Inquiry (Spanish) = 15,267 calls
• High Bill Inquiry = 63,092 calls
• Turn On / Off = 38,695 calls
• Delinquencies = 38,764 calls
• Low Income = 7,492 calls
• Environmental Services (Residential) = 51,432 calls
• Environment Services (Commercial) = 7,048 calls
• Other = 205 calls
- Billing & Account Inquiries
o Answer billing inquiry questions - account balances, payment history, due dates, billing cycles, statement details, and explanation of meter readings and rates
o Answer high bill inquiries - guide customers through common causes and available options
o Assist with the payment process - answer payment-related questions and route customers to the appropriate payment channel
o Assist with payment extensions - execute payment extension requests on behalf of the customer through direct integration with Naviline/Infor
o Assist with payment plan creation - initiate and establish payment arrangements directly within the billing system
o Assist with delinquency inquiries - explain account status, outstanding balances, and next steps for resolution.