WINTER HAVEN, FL – The City of Winter Haven is considering spending up to $52,052 to introduce artificial intelligence technology into its Water Department’s customer service operations.
According to documents provided by the City of Winter Haven, the proposed agreement with PowerConnect AI LLC, a New York-based artificial intelligence company, would implement a system known as Agent360, designed to assist customer service representatives by screening incoming calls, retrieving customer account information, automating repetitive tasks, and generating post-call notes.
The technology would integrate with the city’s existing customer information systems, providing employees with real-time information to help streamline operations and improve customer service.
The Winter Haven Water Department currently serves approximately 40,000 utility accounts throughout the greater Winter Haven area. Its infrastructure includes 21 production wells, nine water treatment facilities, two wastewater treatment facilities, approximately 500 miles of water mains, and 330 miles of wastewater mains.
According to a proposal submitted by PowerConnect AI LLC, the system would provide software licenses for up to 19 customer service representatives at a cost of $49 per employee per month.
The first-year cost is estimated between $43,092 and $52,052, including implementation and annual software licensing. The city would then pay $11,172 annually for the second and third years, bringing the projected three-year expenditure to between $65,436 and $74,396.
The agreement also includes an additional development rate of $95 per hour and automatic annual renewals after the initial three-year period. Implementation is expected to take approximately two to three months.
According to the city’s October 12 staff report, $25,000 has been budgeted through the Water Department, with the remaining $27,052 allocated through Technology Services.
City staff are recommending that commissioners approve the agreement and authorize the City Manager or a designee to execute the necessary documents.
The proposed contract would become effective upon approval by the Winter Haven City Commission at a public meeting. Nothing further at this time.
SOURCE: DOCUMENTS PROVIDED BY THE CITY OF WINTER HAVEN
