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The board approved a three-year contract with Citybot to provide an AI-driven chatbot that will pull from city documents and PDFs, provide native‑language responses and record queries for quality control; Hugo Madrigal was authorized to sign the contract.
The Elkhart City Board of Works approved a three-year contract with Citybot to add an AI-driven chatbot to the city website. The contract was described as costing $21,400 in year one, $14,000 in year two and $15,000 in year three.
Hugo Madrigal, the city’s program coordinator, described the chatbot as an interactive search/navigation tool that pulls information from the city website and any PDFs uploaded to it and that supports native-language processing. He said the initiation and implementation process should take about two months for a city of Elkhart’s size and that staff will control and update the system to ensure accuracy. Madrigal said the system records every type of question input and allows staff to review and correct responses; it can also escalate queries to city staff and is not intended to replace phone or in-person service.
During discussion board members asked whether the chatbot’s answers could be verified and how employees and the public could reach a human if the chatbot does not resolve an issue. Madrigal said the system will be monitored and that unanswered or substandard responses can be revised by staff, and that the tool will escalate items to city staff when needed. The board amended the motion during the meeting to authorize Hugo Madrigal to sign the contract and approved it by voice vote.
Quotes: "This chatbot will function as an enhanced interactive search engine…allowing residents to ask questions in their native language," said Hugo Madrigal. On quality control he said the system will record inputs so staff can track and fix poor responses.
Ending: City staff will begin implementation upon contract signature, with a rollout and ongoing monitoring plan to maintain accuracy and escalate unresolved requests to staff.
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