The Newport City Council is about to assessment a proposal for a complicated artificial intelligence system designed to deal with constituent engagement on the online and thru cellphone interactions.
The advice, put forth by City Supervisor Colin Ok. Kennedy and the IT Division, seeks approval for a contract with Polymorphic, Inc., not to exceed $14,000.
The proposed system goals to handle the town’s restricted capability to reply equitably to all constituent inquiries. If authorized, it might present clever responses to many questions whereas partaking workers extra effectively.
Nick Craig, Director of Data Expertise, is scheduled to current the workers suggestion on the upcoming council assembly on December 11.
“The City of Newport has a restricted capability to reply equitably to all constituent inquiries,” the background assertion within the council motion request reads. “The beneficial system would offer clever responses to many constituent inquiries, whereas partaking workers extra effectively.”
The AI-powered system is designed to work on a number of fronts. It’s going to reply to inquiries and route them to the suitable individual or division based mostly on enter standards. Moreover, it is going to compile logs for later identification and improved efficiencies.
The contract, if authorized, would cowl a trial interval from January 1, 2025, by June 30, 2025. The funds for this initiative are presently budgeted underneath account 03190500-050440-03006, in accordance to the fiscal affect assertion.
The proposed decision acknowledges a number of challenges confronted by the town workers, together with restricted manpower, restricted service hours, phone line saturation, and language limitations. The AI system is seen as a possible answer to these points, providing 24/7 buyer responses to plain language questions by voice, textual content, or web-based inputs in any language.
One key characteristic of the system is its skill to electronically log inquiries. This knowledge will likely be used to determine regularly requested questions and potential errors on the City of Newport web site, permitting workers to goal enhancements and improve workflow effectivity.
The contract with Polymorphic, Inc. consists of a number of elements:
- AI Search: An accessible AI search operate to reply constituent questions, priced at $2,000 yearly.
- Voice AI: A complement to the present cellphone line, costing $10,000 yearly.
- CRM & Workflows: Limitless processes and workflows, valued at $36,000 yearly.
A 30% bundle low cost reduces the full annual subscription value to $33,600. Nevertheless, the trial interval of six months brings the quantity due to $14,000.
If authorized, the contract features a buyer satisfaction assure. In the course of the first 30 days of service, the town would have the choice to terminate the settlement and obtain a full refund of the service charges.
The decision additionally authorizes the Council Chair to signal the contract on behalf of the town, topic to favorable assessment by the City Solicitor.