Vendor needs to provide cloud–based customer contact center solution to assist with the processing of non–emergency calls should improve the response time for true emergency callers. Non–emergency calls would be delivered to the AI–solution via an application program interface (API). The AI–call center solution would interact with the non–emergency callers, in a spoken conversational manner, to determine the type of assistance needed, and then process the calls appropriately. At a minimum, the system would converse in the English language but preferably be able to process calls in other languages (e.g. Spanish, French, etc.) as well. Provide information requested by the caller. Route the caller directly to the appropriate department within the city that can better assist them. Answer and process at least two hundred–fifty concurrent calls. Process calls on a 24/7/365 basis. Provide a geographically dispersed system topology to ensure redundancy. Ensure a 99.9% uptime reliability. Provide intelligent call routing. Provide self–service options and agent assistance.