Artificial Intelligence Enabled Call Handling Solution

The Vendor is required to provide to garner interest in Artificial Intelligence (AI)–enabled call handling solutions
- The information will provide the City with a better understanding of available solutions in the marketplace and inform potential future procurement opportunities.
- Modern call management technology that can enhance customer service, improve response times, and support efficient handling of inbound and outbound communications.
- To improve service delivery and operational efficiency, the organization is exploring AI-based call handling technologies capable of:
•    Automating routine inquiries
•    Assisting customer service representatives
•    Providing 24/7 support
•    Integrating with existing communication and Customer Relationship Management (CRM) systems
- The City anticipates beginning with a focused Proof of Concept (PoC) centered on handling routine 3-1-1 / AccessGP inquiries, particularly after-hours calls involving frequently asked municipal service questions.
- Provide information regarding AI call handling platforms that may support a PoC deployment for routine 3-1-1 / AccessGP inquiries, and that may include, but are not limited to:
•    AI-powered voice assistants or virtual agents
•    Automated call routing and triage
•    Natural Language Processing (NLP) for conversational interactions
•    Speech-to-text and text-to-speech capabilities
•    Call transcription and analytics
•    Integration with existing telephony systems
•    Integration with CRM, service management, or ticketing platforms
•    Multilingual support (Canadian English & French)
•    Omni channel capabilities (voice, chat, SMS, etc.)
•    Reporting and performance analytics
- Solutions may be cloud-based (State data residency), hybrid, or on-premises, depending on vendor capabilities.