Label
Chatbot Software
Department of Information Technology
Anne Bennett (x1493)
Title
Authorizing the Mayor to enter into a one-year software-as-a-service agreement for website chatbot software, with the option to renew for two additional one-year terms; authorizing the expenditure of an amount not to exceed $18,000 for one-time implementation costs and not to exceed $25,000 annually for subscription costs from the Information and Communications Technology Fund; and declaring an emergency.
Body
SUMMARY & BACKGROUND:
To continue providing exemplary customer service to our residents, we continually look for new ways to expand our services and increase communication avenues. Using an online chatbot allows residents to ask questions on the city website and have a conversational experience that provides the answers they need. Service requests can be created through the chatbot, and escalated requests can be answered by a live agent. Additionally, the chatbot allows residents to text (SMS) the City to get automated answers to questions. The chatbot can recognize multiple languages, provide analytics, and integrate with CRM and Cityworks software.
Summary
NOW THEREFORE Be it ordained by the Council of the City of Toledo:
SECTION 1. That the Mayor is authorized to enter into a one-year software-as-a-service agreement for chatbot software with the option to renew for two additional one-year terms, upon terms and conditions acceptable to the Director of Information Technology and the Director of Law.
SECTION 2. That, subject to annual appropriation, the annual expenditure of an amount not to exceed $25,000 for licenses and $18,000 for one-time implementation costs is authorized from the Information and Communications Technology Fund, Account Code 7084-17500-1144007ITSAAS, and the Engage Toledo Fund, Account Code 1001-1ENGAGETOLEDO-17600-537410 for the purpose listed in Section 1.
SECTION 3. That the Finance Director is authorized to draw...
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