Narrative of Resolution:
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Enter into agreements to expand Website Chatbot Services
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If Resolution requires expenditure of County Funds, provide the following information:
Amount to be authorized by Resolution: $183,143.85 Budget Modification needs to be made
Are funds already budgeted? No
Specify Compliance with Procurement Procedures: Expansion of contract services
RESOLUTION INTRODUCED BY EXECUTIVE COMMITTEE TO ENTER INTO AGREEMENTS TO EXPAND WEBSITE CHATBOT SERVICE
WHEREAS, the County of Sullivan has been testing a Google-derived automatic customer interaction ("chatbot") service called DialogFlow CX since September 2022; and
WHEREAS, the County has found that this chatbot service, initially limited to the County Clerk's and County Treasurer's offices, has resulted in fewer calls and visits to those offices for simple-to-answer queries (i.e., hours of operation, mailing addresses, filing procedures); and
WHEREAS, there is now an ability to expand the chatbot's knowledge base to encompass the entirety of the County's website, without requiring large amounts of time to develop comprehensive Q&As with department heads; and
WHEREAS, Google provides an analytical software program called Looker that is capable not only of interfacing with DialogFlow but of assisting the County Manager's Office in assessing performance across departments; and
WHEREAS, the County Manager's Office believes this software solution will reduce call volume and walk-ins to all public-facing offices, freeing staff to handle more complex inquiries and tasks; and
WHEREAS, the County Manager's Office seeks to issue a Purchase Order to SHI in accordance with Sourcewell Contract #081419-SHI, totaling $183,143.85;
NOW, THEREFORE, BE IT RESOLVED, that the Legislature authorizes the County Manager's Office to issue a Purchase Order as follows:
* Enterprise Agreement for Public Sector Subscription - Google # 9a92-40ae-8d00 - $80,455.68 - 12-month term with an option...
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