Hernando residents will soon be able to get answers from City Hall at any hour. The Board of Aldermen has approved a contract for a Hernando AI chatbot that will field questions, send requests to the right department, and let people track Public Works jobs after hours and on weekends.
Aldermen approved the contract with government-technology company Polimorphic without opposition at their Sept. 15 meeting, the DeSoto Times-Tribune reported. Ward 6 Alderman Ben Piper made the motion and Ward 5 Alderman Kit Kitchens seconded it.
How the Hernando AI Chatbot Will Work
The system, called “Ask Hernando’s Front Door,” will serve as one entry point for city services. Ben Busching, a senior account executive with Polimorphic, told the board it will include:
A chatbot on the city website that answers questions and routes them to the right department
One phone number residents can call or text
A single inbox that pulls emails into one system
Real-time tracking of Public Works work orders, tied to the Nexbillpay online bill-pay service
Busching called the tracking feature “the Domino’s Pizza Tracker for local government.” Residents will be able to click a link and see where their request stands.
Fixing Common Complaints
Public Works Director Stephen Hodges said the program was built around complaints the city has received. “We have tailor-fit this AI program for the city of Hernando,” he said.
According to Busching, the most common problems he sees are residents not knowing whom to call, calls that never get a follow-up, and offices that can’t be reached after 5 p.m. or on weekends. Those after-hours calls often end up on the police non-emergency line. Routing them elsewhere should help keep dispatchers free for emergencies.
Aldermen asked several questions before voting:
Ward 1 Alderwoman Natalie Lynch asked whether automated calls would start at 5 p.m. or run all day. Busching said that is up to the city. Many clients begin with after-hours service only.
Alderman Kitchens asked how the bot will learn. Busching said it will be trained by the company and Hodges and will draw only on public information, such as the city website, the municipal code and the Visit Hernando site.
Alderman Piper raised cybersecurity concerns. Busching said strict limits will apply, including blocking questions that could reveal who reported a code violation.
Cost and Timeline
The system is expected to cost $45,000 a year. Hodges said Public Works saved about $100,000 by choosing a cheaper project contract, and that the new system also replaces a separate work-order software purchase that would have cost $20,000 to $30,000.
“We’re getting a phone attendant, a work-order system, and a 24-hour Q and A,” Hodges said.
The rollout will be phased, starting with chatbot training before the voice features go live. The city has not set a public launch date.
