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Improving Customer Choice in Engaging Durham One Call
City of Durham
The buyer is seeking proposals for implementing a comprehensive AI-powered chatbot to improve communication between the City of Durham and its residents. The chatbot will enhance customer service delivery for Durham One Call, the City's centralized customer service center. It will be integrated with the City's website to handle inquiries, report issues, and provide assistance related to City services. The project aims to complement existing communication channels with advanced chatbot capabilities.
- 2/10/2025 - RFP Posting/Bid Released to Vendors
- 2/19/2025 - Pre-proposal Conference Date
- 3/7/2025 - Questions Due
- 3/12/2025 - Proposal Due Date
- Implement an AI-powered chatbot for Durham One Call customer service
- Integrate chatbot with City website for text and chat interactions
- Configure chatbot to answer FAQs using City website information
- Enable chatbot to handle customer support and help desk requests
- Implement multi-language support for the chatbot
- Set up chatbot to provide real-time updates for emergencies or service disruptions
- Train chatbot to recognize when to provide alternative contact options
- Integrate chatbot with social media platforms (future enhancement)
- Configure advanced AI learning capabilities for improved responses over time
- Integrate chatbot with Cityworks platform for service request tracking (future enhancement)
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