Automated Support Agents (AI Chatbots) and Related Solutions & Services

The City of Tucson is seeking proposals from qualified vendors to deliver 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 solution should be able to handle interactions across multiple channels, complete transactions on behalf of users, integrate with existing city systems, and expand to serve additional departments over time. The project will be implemented in phases, with the first phase focusing on the internal Information Technology (IT) Department Service Desk, followed by the Tucson Water Customer Service Solution Center, and eventually expanding to other city departments. The solution should provide a single, enterprise-grade platform that can handle a high volume of interactions, automate routine tasks, and provide intelligent routing and escalation to live agents when necessary. Key features and requirements include: • AI-powered chatbots and virtual assistants • Integration with existing city systems, such as IT service management and water billing systems • Support for multiple channels, including text-based chat, voice calls, and web interfaces • Ability to automate routine tasks and provide intelligent routing and escalation to live agents • Compliance with accessibility standards, including ADA and Section 508 • Ability to handle multilingual support, with Spanish as a minimum requirement • Robust security and data protection measures, including PCI DSS compliance and SOC II certification • Ability to provide detailed reporting and analytics on platform performance and user interactions