Automated Support Agents (AI Chatbots) and Related Solution

The City of Phoenix, Arizona is seeking automated support agents and related artificial intelligence chatbot solutions to streamline operations across two distinct departments. The first component requires automating high-volume, routine information technology support interactions for city staff. This internal platform must integrate with the city's existing Ivanti service management system and intelligently route complex requests to live agents. The second component extends the platform to a public-facing customer service solution center to handle billing inquiries, service requests, work order status, and transactional capabilities. The system must integrate with the city's water billing and operations systems to execute transactions such as payment extensions and payment plans on behalf of customers. This public-facing web interface will support a customer service center that previously handled 251,274 calls. The requested platform must support the ability to open or close phone lines for defined time periods, record and deploy scripted messages, and set recorded greetings for scheduled periods like holiday closures or emergency notices. Eligible bidders must perform all work offsite and must be located within the United States. The city is establishing a contract period of one year and is looking for budget proposals to determine the cost of the project. Bidders must submit all questions regarding this opportunity no later than June 23, 2026. The agency will host a pre-bid meeting on June 22, 2026, to discuss the project requirements. Bidders must submit their final responses digitally via email or through the designated online portal.