On Tuesday, Denver City Council voted against a nearly $4 million extension of the city’s contract with Citibot Inc. to operate the AI‑powered chatbot known as Sunny. Council members expressed concerns about the bot’s accuracy and its impact on 311 call quality, while the mayor’s office emphasized the program’s benefits for both residents and city staff.
Council’s decision and rationale
Councilmember Amanda Sawyer led the opposition, stating that taxpayers deserve direct human assistance for 311 inquiries. “I definitely appreciate the attempt to lower hold times for our residents who are calling 311. I also think for the tax dollars that our residents pay, they should be hearing someone who’s alive,” Sawyer said. She noted that the $4 million could fund additional staff to restore 311 services, arguing that the extension was not the most effective use of city funds.
Councilmember Shontel M. Lewis, who called the vote, warned that reliance on automation could erode public trust. “When it comes to responding to constituents, I see automation or AI contributing to a diminishing of trust with Denver constituents when they call to report problems,” Lewis said. She added that democracy is fundamentally social and human, and efficiency should not replace personal interaction.
Mayor’s office defends Sunny
Jon Ewing, a spokesperson for the mayor, responded promptly, highlighting Sunny’s role in easing resident access to city services and reducing employee burnout. “Sunny makes life easier for residents and allows city employees to focus on solving problems. Losing Sunny means losing a tool that has reduced burnout among employees, slowed attrition, and lowered hold times for 311,” Ewing wrote. He cited a satisfaction rate of around 90 % and emphasized that the chatbot does not replace staff but frees them for more complex tasks.
Ewing provided examples of Sunny handling routine inquiries, such as recreation center hours and trash pickup schedules, thereby allowing 311 operators to address more demanding issues. “City workers want to solve problems, meaningful ones. Sunny lets them focus on the big stuff,” he added.
Program details and future outlook
Sunny was launched in February 2024 and is capable of understanding 72 languages. According to the mayor’s office, the chatbot and other digital services currently field 40 % of all 311 customer contacts. The existing contract runs through the end of the month, after which the city will determine the next steps for the service.
The mayor’s office indicated it will continue discussions with council members to explore options for maintaining the chatbot or restructuring the agreement. “We will meet with Council to discuss the totality of services Sunny provides and will look to get the contract back on track soon,” Ewing said.
Community response
Residents have expressed mixed feelings about Sunny. Some appreciate the quick answers to routine questions, while others echo council members’ concerns about the loss of personal interaction. The city invites public comments on the future of the chatbot.
As Denver evaluates the balance between technological efficiency and human service, the outcome of this contract debate will shape how the city leverages AI tools to support its residents.
Original reporting: Denverite — read the source article.
