Los Angeles County's Internal Services Department, which manages the county's operations, data center, network and shared services, has a wish list to make customer engagement better, both internally and externally.
The department wants to replace the interactive voice response system it uses now. Contract opportunities can be found here. Vendors must register with the county to provide services.
That new system could be expanded from an all-purpose center to the Children's Services Department's child abuse hotline and the Public Social Services call center.
The county wants to find vendors that can provide AI software that "would allow conversations ... that (are) much more of a human interaction than a robot," said Benny Chacko, the manager of ISD's Shared Technology Services Branch.
The county wants to reduce the call volume and ease access to routine information. The general call center project should be completed by summer of 2019.
"We're looking at how to better engage with our customers," Chacko told Techwire in an interview. "That includes different departments, as well as the public."
