Boone County Ionwave #12-04MAY26

Boone County Solicitation for Automated AI Non-Emergency Call Triaging System Subscription and Training

Boone County Joint Communications is seeking proposals for an Automated Artificial Intelligence (AI) Non-Emergency Call Triaging System to improve call handling efficiency and ensure emergencies are escalated to human operators with full context. - Government Buyer: - Boone County Purchasing Department, on behalf of Boone County Joint Communications - Primary contact: Amy Gerskin, Senior Buyer - Products and Services Requested: - Automated AI Non-Emergency Call Triaging System (annual subscription, firm fixed-price) - Must operate 24/7 with 99.9% uptime - Handle approximately 150,000 calls per year - Support English and Spanish - Comply with ADA, CJIS, and HIPAA - Provide real-time escalation to human operators - Training services for staff on the AI system - Subscription includes maintenance and support - Unique or Notable Requirements: - Annual contract with up to four one-year renewal options (renewal price increases capped) - Other political subdivisions may piggy-back on the contract - Compliance with E-Verify and insurance requirements, including cyber liability - Delivery to Joint Communications facility in Columbia, MO - No specific OEMs or vendors are named in the solicitation.

Description

Boone County is soliciting proposals for an Automated Artificial Intelligence (AI) Non-Emergency Call Triaging System to be used by Boone County Joint Communications. The system aims to reduce the volume of non-emergency calls reaching Emergency Telecommunicators while ensuring true emergencies are promptly escalated to human operators with full contextual information. The contract is a term and supply agreement for subscription and maintenance services. Proposals are due by May 4, 2026, with questions due by April 27, 2026.

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