AI-Based Interactive Voice Response Solution
City of Fort Worth > Information Technology Solutions Department
Original Solicitation Links
Contact
Submission Instructions
Description
The City of Fort Worth is seeking an as-needed enterprise AI-based interactive voice response solution for its Information Technology Solutions Department. The solution should provide a natural-language front door for city call centers and support voice AI, web chat, agent-chat escalation, SMS, outbound calling, staff assistance, email drafting, multilingual resident services, knowledge-base retrieval, and workflow automation. It must support initial deployment for Communications/311, Development Services, Neighborhood Services, and Municipal Court, with later expansion to additional departments. The platform must integrate with Cisco Webex Cloud Contact Center and municipal systems including Motorola PremierOne CSR, Accela, ESRI/ArcGIS, Microsoft 365/Outlook, the Municipal Court case-management system, and existing chat and notification tools. Required capabilities include transactional and read-only integrations, document and FAQ ingestion, OCR where needed, auditability, accessibility, English and Spanish support at launch, U.S.-based hosting, processing, support, engineering, and data access, and compliance with applicable privacy, cybersecurity, HIPAA, CJIS, and accessibility requirements. The City prefers an existing commercial off-the-shelf product that has been in the market for at least three years, but will consider phased implementation when justified. Proposals must include the required portal forms, reference information, small-business participation materials, addendum acknowledgment, detailed technical response, deviations form, and bid-table pricing.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Commercial General Liability — $1,000,000.00
- Automobile Liability — $1,000,000.00
- Workers' Compensation
- Employers' Liability — $100,000.00
- Professional Liability (Errors & Omissions) — $1,000,000.00
- Technology Liability (Errors & Omissions) — $2,000,000.00
- Minimum 5 references
- Client point of contact required for each reference
Location
Documents
Request 13 documents.
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