Automated Support Agents (AI Chatbots) and Related Solution

The City of Phoenix, Arizona, is seeking automated support agents and a related artificial intelligence chatbot solution to optimize its internal and external operations. The agency needs to automate high-volume, routine information technology support interactions for city staff through an internal service desk platform. This internal system must integrate with the existing Ivanti service management system and intelligently route complex requests to live agents. For its public-facing customer service solution center, the agency requires a platform to handle public interactions, including billing inquiries, service requests, work order status, and transactional capabilities. The customer service solution center previously handled 251,274 calls, and the new platform must integrate with the city's water billing and operations systems to execute transactions like payment extensions and payment plans. The public-facing system must deploy as a web interface and include capabilities to open or close phone lines, record and deploy scripted messages, and set recorded greetings for scheduled periods such as holiday closures or emergency notices. Bidders must perform all work offsite and must be located onshore within the United States. The agency is looking for budget proposals to cover a contract period of one year. Interested parties must submit their responses digitally via email or online. The agency will host a pre-bid meeting on June 22, 2026, to discuss the project requirements. Bidders must submit all questions regarding this opportunity no later than June 23, 2026. The agency will evaluate proposals based on the submitted budget plans and the technical capabilities of the proposed automated solutions.