Denver Council Rejects Funding to Keep AI Chatbot Sunny Running
Denver’s City Council voted 9-3 against a five-year, $3.9 million contract extension with Citibot, the company behind the Sunny chatbot. Council members cited inaccurate responses and concerns about replacing human workers, while Mayor Mike Johnston’s administration argued the bot handles many 311 calls and has high satisfaction. The current funding lasts through October, and the mayor’s office plans to discuss options with the council.
Denver’s council voted 9-3 against extending Citibot’s contract by five years and $3.9 million. The deal would also have funded a 311 “voicebot” for simple questions. The current agreement runs only through October, and the contract had technically lapsed on Oct. 1 before reaching the council.
Mayor Mike Johnston’s office says Sunny handles about 40% of 311 contacts alongside the city’s online reporting hub, with a 90% satisfaction score, and credits it with easing staff burnout and wait times. The council also rejected a separate $5 million, three-year Slalom Inc. technology contract, 10-2.
If Sunny goes dark, Denver residents who rely on digital 311 may face longer waits or return to phone or online forms, while city staff could absorb more routine inquiries. The council’s rejection may also shape how other local governments weigh AI customer-service tools against accuracy, labor, and oversight concerns. Because funding ends in October, affected residents and employees may see changes soon unless officials reach a new agreement.