The Newport City Council is set to review a proposal for an advanced artificial intelligence system designed to handle constituent engagement on the web and through phone interactions.
The recommendation, put forth by City Manager Colin K. Kennedy and the IT Department, seeks approval for a contract with Polymorphic, Inc., not to exceed $14,000.
The proposed system aims to address the city’s limited capacity to respond equitably to all constituent inquiries. If approved, it would provide intelligent responses to many questions while engaging staff more efficiently.
Nick Craig, Director of Information Technology, is scheduled to present the staff recommendation at the upcoming council meeting on December 11.
“The City of Newport has a limited capacity to respond equitably to all constituent inquiries,” the background statement in the council action request reads. “The recommended system would provide intelligent responses to many constituent inquiries, while engaging staff more efficiently.”
The AI-powered system is designed to work on multiple fronts. It will respond to inquiries and route them to the appropriate person or department based on input criteria. Additionally, it will compile logs for later identification and improved efficiencies.
The contract, if approved, would cover a trial period from January 1, 2025, through June 30, 2025. The funds for this initiative are currently budgeted under account 03190500-050440-03006, according to the fiscal impact statement.
The proposed resolution acknowledges several challenges faced by the city staff, including limited manpower, restricted service hours, telephone line saturation, and language barriers. The AI system is seen as a potential solution to these issues, offering 24/7 customer responses to plain language questions through voice, text, or web-based inputs in any language.
One key feature of the system is its ability to electronically log inquiries. This data will be used to identify frequently asked questions and potential errors on the City of Newport website, allowing staff to target improvements and increase workflow efficiency.
The contract with Polymorphic, Inc. includes several components:
- AI Search: An accessible AI search function to answer constituent questions, priced at $2,000 annually.
- Voice AI: A supplement to the existing phone line, costing $10,000 annually.
- CRM & Workflows: Unlimited processes and workflows, valued at $36,000 annually.
A 30% bundle discount reduces the total annual subscription cost to $33,600. However, the trial period of six months brings the amount due to $14,000.
If approved, the contract includes a customer satisfaction guarantee. During the first 30 days of service, the city would have the option to terminate the agreement and receive a full refund of the service fees.
The resolution also authorizes the Council Chair to sign the contract on behalf of the city, subject to favorable review by the City Solicitor.
Generative artificial intelligence (AI) assisted a What’sUpNewp journalist with the reporting included in this story. Read more about our use of AI here.
