Derby City Council has launched a generative AI phone assistant as the latest development of its Darcie digital helper.
It began to use the phone this week, working with generative AI specialist ICS.AI, which said this is the first service of its type for the UK public sector.
The new service draws on a generative AI platform and natural language processing technology to understand conversational language and complex questions and provide relevant answers in real time. It is also using machine learning to improve over time.
The technology has also been used in an upgrade of the web version of Darcie.
The council said it can now answer queries on adult social care and provide improved responses on a range of services.
First in country
Its cabinet member for digital and organisational transformation, Cllr Hardyal Dhindsa, said: “Darcie places Derby City Council at the forefront of using generative AI in local government. The council is one of the first in the country to apply this advanced technology in such a practical way - helping residents get quick, accurate answers to everyday questions.
“The changes are designed to make it even easier for residents to get the help they need quickly and efficiently, especially outside normal office hours.
“Darcie is a smart, evolving tool that plays an important role in helping residents get the right information, in the right way, at the right time.”
Derby has retained human advisors during its office opening hours for people who prefer to speak with them.
The council added that in June its adult learning service will launch an online course introducing residents to AI and offering tips on how to make the most of Darcie and other tools.
