Derby City Council’s AI Phone Assistants Manage 62,000 Calls in Two Months, Deflecting 43% From Human Operators

DERBY, UK, July 17, 2023 (VSNewsNetwork.com) - Derby City Council and Derby Homes are harnessing artificial intelligence (AI) to innovate their customer service. Their AI-powered phone assistants have managed over 62,000 calls in two months, deflecting 43% away from human advisors.

Andy Brammall, Director of Digital & Physical Infrastructure and Customer Engagement at Derby City Council, notes the transformative impact of AI. "We started with an AI-powered website assistant and moved on to supplement our main switchboard with phone-based AI," he said.

Inbound phone calls make up over 60% of resident contact with the Council, making them a key part of the Council's self-service strategy. The AI system, trained in over 1,000 council services, exceeded the deflection target of 21%, helping to maintain service levels while streamlining operations. The AI assistants, Darcie and Ali, are currently fielding over 1,000 questions daily and managing up to 45% of inbound calls.

Leveraging advanced natural language processing, the AI assistants provide round-the-clock user-friendly services in natural language. Beyond answering queries, they also automate routine tasks, freeing up time for human colleagues to tackle more complex queries. This move aims to offer a more personalised service to residents, boosting service delivery and increasing resident satisfaction.

The Council partnered with ICS.AI and used their SMART AI platform for this transformation. "Their strong reputation and proven experience in the local government sector reassured us of their capabilities," Brammall said. The platform offers a "human parity" council AI language model trained in over 1,000 council topics, which can be rapidly deployed.

Martin Neale, CEO at ICS.AI, expressed satisfaction at the Council’s AI initiative. “Our AI assistants streamline operations and manage demand peaks, enhancing citizen satisfaction and providing a seamless experience,” he said.

Derby City Council is committed to further exploring the potential of AI across other contact channels and service areas. This initiative underscores their dedication to improving customer service and boosting efficiency.

"Derby City Council’s commitment to innovation was critical to successfully deploying one of the most sophisticated AI engagement solutions in the public sector," Neale concluded.

For more information, visit www.Derby.gov.uk

Source: ICS.AI Ltd via Pressat