Darcie
Benefits
Available 24/7, handles multiple requests simultaneously, reduces wait times, provides instant answers, supports multiple languages, frees up staff to handle complex tasks, routes calls to appropriate departments when needed, sends text messages with links to information upon request.
Details
- Tool name
- Darcie
- Organisation
- Derby City Council
- Status
- live
- AI method (as recorded)
- generativeAI, Natural Language Processing, Other
- AI method (normalised tags)
- generativeAI Natural Language Processing Other
- Usecase
- Conversational AI
- Origin
- derby.gov.uk
- Owning team
- Derby City Council Customer Services
- Date added
- Scrape date
- Source note
- Derby City Council implemented its AI digital helper Darcie in April 2023, first on the website and later to the phone system. As of January 2025, Darcie has handled around 765,000 calls, with about half transferred to human staff. The council describes itself as one of the first in the UK to use AI technology, following a 2024 LGA report that shows 60% of UK councils are using or exploring AI. [Source]