Last Updated on: 22nd November 2023, 07:28 am
Derby City Council and Derby Homes are embracing the power of artificial intelligence (AI) to improve their customer service and engagement with residents. The organisations are supplementing their main switchboard with phone-based AI assistance, trained in over 1,000 council services.
Andy Brammall, Director of Digital & Physical Infrastructure and Customer Engagement at Derby City Council, commented: “It quickly became clear that AI had the potential to dramatically streamline our customer service operation. We started first with an AI-powered website assistant and followed by supplementing our main switchboard with phone-based AI.”
Inbound phone calls account for over 60% of resident contact with the Council, making it the cornerstone of their self-service strategy. Brammall added: “Trained in over 1,000 council services, it has exceeded our deflection target of 21%, handling over 62,000 calls and achieving an incredible 43% deflection. This success has allowed us to maintain our service levels while streamlining operations.”
The AI assistants, Darcie and Ali, can answer up to 1,000 questions each day and handle up to 45% of inbound calls. They can also direct calls to over 40 different departments. The system uses advanced natural language processing, providing a user-friendly, 24/7 service in natural language.
Brammall continued: “Our new AI assistants not only allow citizens access to a range of council services and information around the clock and across multiple channels, but by automating routine tasks they also free up time for our colleagues to focus on more complex queries which require human conversation. This ultimately aims to provide a more personalised service for our residents, improving service delivery and achieving higher levels of resident satisfaction.”
The Council partnered with ICS.AI and leveraged their SMART AI platform for this transformation. Martin Neale, CEO at ICS.AI, said: “Derby City Council’s AI initiative actively addresses the surging demand for council services. Our AI assistants aim to streamline operations and manage demand peaks, enhancing citizen satisfaction and providing a seamless experience.”
Derby City Council is committed to further exploring the potential of AI technology across additional contact channels and service areas. Neale concluded: “Derby City Council’s commitment to innovation was critical to successfully deploying one of the most sophisticated AI engagement solutions in the public sector. This significant development demonstrates the Council’s leadership in the sector. We’re delighted to continue supporting them in developing their new AI-driven strategy, which I can see is already making a substantial impact on their contact centre.”
Derby City Council and Derby Homes are leading the way in implementing AI technology to enhance citizen engagement and streamline public services. Supplementing their main switchboard with phone-based AI assistance, trained in over 1,000 council services, the organisations have achieved an impressive 43% deflection rate, allowing them to maintain their service levels while streamlining operations. The AI assistants can answer up to 1,000 questions each day and handle up to 45% of inbound calls, freeing up time for colleagues to focus on more complex queries requiring human conversation.
Commenting on the success of the project, Andy Brammall, Director of Digital & Physical Infrastructure and Customer Engagement at Derby City Council, stated: “Our new AI assistants not only allow citizens access to a range of council services and information around the clock and across multiple channels, but by automating routine tasks they also free up time for our colleagues to focus on more complex queries which require human conversation. This ultimately aims to provide a more personalised service for our residents, improving service delivery and achieving higher levels of resident satisfaction.”
The Council partnered with ICS.AI and leveraged their SMART AI platform for this transformation. Martin Neale, CEO at ICS.AI, expressed his satisfaction, saying: “Derby City Council’s commitment to innovation was critical to successfully deploying one of the most sophisticated AI engagement solutions in the public sector. This significant development demonstrates the Council’s leadership in the sector. We’re delighted to continue supporting them in developing their new AI-driven strategy, which I can see is already making a substantial impact on their contact centre.”
Derby City Council and Derby Homes are setting a benchmark for using AI to streamline public services and enhance citizen engagement. The organisations are looking to further explore the potential of AI technology across additional contact channels and service areas to continue improving customer service and increasing efficiency for its citizens.
