AI-1233 - USA (Michigan) - AI Powered Chatbot Platform - Deadline September 29,2026

(1) Vendor needs to provide AI powered chatbot agent for the City’s public website, with an option to support internal employees in future phases.– The agent will serve as an additional customer service channel providing immediate, conversational responses, assisting residents in initiating simple service requests, navigating city department services, and seamlessly escalating conversations to live 311 Customer Service Representatives when needed.• Expanding access to reliable, easy‑to‑understand information, at all times• Increasing resident self‑service and improving resolution rates without staff intervention• Streamlining the completion of common requests and helping residents navigate City services• Reducing call volume and routine inquiries directed to 311, allowing staff to focus on more complex needs• Providing a consistent, user‑friendly experience across digital customer service channels for customers and staff.– Conversational AI & Knowledge Management• Support natural language conversations, including multi–intent inquiries and conversational context retention. • Provide administrative tools that allow authorized City staff and subject matter experts (SMEs) to create, review, update, and publish chatbot content without requiring advanced technical expertise. • Support automated or scheduled synchronization of approved knowledge sources with configurable review and publishing controls.– Live Agent Escalation• Provide seamless escalation from chatbot interactions to live 311 Customer Service Representatives.• Transfer relevant conversation history and customer context during escalation. • Support queueing, routing, and configurable escalation workflows.– Multi–Channel Access• Be accessible through the City website and mobile–friendly interfaces– Administration & Governance• Administrative dashboards and management tools. • Content approval and publishing workflows. • Version control and audit history.(2) All question must be submitted no later than September 10, 2026.(3) Contract period will be for one year.