Derby City Council is celebrating a major milestone this week as its pioneering AI-powered digital assistants, Darcie and Ali, mark three years of transforming customer services via their contact centre across the city.
Introduced in partnership with technology provider ICS.AI, Derby City Council became the first local authority in the UK to replace its traditional switchboard with a “digital front door” in 2023. Darcie was launched to support the Council’s contact centre, while Ali was introduced for Derby Homes housing enquiries.
Since their launch, the two AI assistants have handled more than 3.2 million routine enquiries, helping residents access information quickly while allowing staff to focus on more complex cases.
Council data shows that 54% of Darcie’s enquiries and 44% of Ali’s are resolved without staff intervention. In addition, 77% of residents who provided feedback on their experience with Darcie rated the service positively.
The Council says the initiative forms part of its wider commitment to creating a smarter, more connected, and more sustainable city through digital innovation.
Most customer enquiries received by the Council relate to a small number of recurring service questions. By automating responses to these routine requests, Darcie and Ali enable human advisors to dedicate more time to personalised support for residents with more complex needs.
The technology took a significant step forward in May 2025 when Darcie received a major generative AI upgrade. The enhancement improved the assistant’s ability to understand questions and provide more natural, conversational responses. It also expanded Darcie’s capabilities to include Adult Social Care enquiries for the first time.
A similar upgrade for Ali is expected in the coming months.
Unlike traditional phone systems, which can struggle during peak demand and typically operate only during office hours, Darcie and Ali are available 24 hours a day, seven days a week. The digital assistants can manage multiple conversations simultaneously, ensuring residents can access support at any time, including evenings, weekends, and public holidays.
Residents with more complex needs can still choose to speak with a contact centre agent during normal office hours.
The Council has also focused on accessibility and inclusion. Darcie now supports nine community languages, ranging from Arabic to Urdu, both online and via dedicated telephone numbers.
Councillor Hardyal Dhindsa, Cabinet Member for Digital and Organisational Transformation, said:
“Derby City Council is at the forefront of using generative AI in local government. We are one of the first councils in the country to apply this advanced technology in such a practical way to protect services.
“Our goal has always been to help residents get quick, accurate answers to everyday questions. Darcie and Ali are a vital part of that mission. They help us make sure every resident can easily get the information and support they need, exactly when they need it.
“It also means human staff can spend more time providing personalised, face-to-face support to those who need it most. We are proud to be leading the way in building a smarter and more connected city for everyone.”
Overall, the authority’s wider AI programme has identified £12.25 million in savings, demonstrating the growing role technology can play in improving efficiency and protecting frontline public services.
