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County OKs $60,800 AI phone and chatbot for the clerk's office to reduce call volume
Summary
The board approved an addendum with Avalon Technologies for an AI phone system and website chatbot for the county clerk's office, a $60,800 purchase the county says could divert 60–70% of routine calls from staff.
Director of Administration (speaker 6) presented an addendum contract between Hamilton County and Avalon Technologies for an AI phone system and website chatbot to assist the clerk's office. Director said the system is intended to answer routine constituent questions and route callers to staff when needed; the stated total for the purchase is $60,800.
ISSD and operations staff (Mr. Merz) described analysis showing high call volume in the clerk's office and noted that similar customers report a 60–70% diversion of routine calls to automated systems. Commissioners approved the contract and told staff to monitor performance and ensure seamless transfer to a human operator when requested.
