Title
Consider approving Resolution No. 2026-080 reaffirming the City Manager's authorization to negotiate, execute, and amend an agreement for an artificial Intelligence resident call assistance system for the City's non-emergency phone services, in an amount not to exceed $50,000; and take appropriate action.
Body
REQUESTOR:
Innovation and Technology Department
BACKGROUND:
Ensuring residents can quickly access City information and services improves customer service, reduces response times, and increases operational efficiency, particularly during high call-volume periods and outside normal business hours.
The City receives numerous non-emergency phone calls from residents about City services, programs, utility billing, municipal court, permits, and general information. During peak call periods and after normal business hours, residents may experience longer wait times or difficulty reaching the appropriate department.
Following Council's policy direction to enhance customer service to our residents, the Innovation and Technology Department researched available solutions that could improve customer service accessibility while supporting staff efficiency. Staff evaluated multiple factors, including ease of implementation, compatibility with existing City processes, multilingual capabilities, resident accessibility, operational support, and the ability to integrate with existing customer service workflows. Based on this evaluation, staff identified a solution that best met the City's operational needs.
DISCUSSION:
The proposed artificial intelligence (AI) resident call assistance system would serve as an additional customer service tool for the City's primary non-emergency phone line. The system would be designed to answer common questions, assist residents with obtaining general information, and help direct callers to the appropriate department when necessary. Residents would continue to be able to speak with City staff about matters requiring direct assis...
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