Since 2022, we've partnered with Derby City Council on their AI transformation journey and today marks a significant milestone with the deployment of the new Darcie Copilot, powered by GPT-4o on their website channel. Residents are now able to interact with an improved and more inclusive online resource that has undergone significant behind-the-scenes improvements.
What's new with Darcie?
Enhanced generative AI capabilities for understanding complex questions
Ability to respond with more detailed answers on a range of Council services, including Council Tax, bins, fostering and registration services
Multi-turn dynamic conversational interactions using GPT-4o LLM
Full WCAG 2.2 AA compliance ensuring digital inclusivity
Support for 9 languages beyond English based on community needs
Expanded knowledge base now covering Adult Social Care
Improved UX with expandable panel giving additional detail and "how to" guidance
Ability to handle longer, more complex citizen requests without word limits
Dynamic knowledge responses rather than fixed replies
High response accuracy tailored to individual questions
Advanced user intent recognition with frustration detection
RAG-based technology for accurate, grounded responses
Since the initial implementation, Derby's digital helpers across online and phone channels have handled over 1.8 million enquiries, resolving 44% without staff intervention - allowing council teams to focus on more complex cases.
Councillor Hardyal Dhindsa at Derby City Council comments;
“Derby is at the forefront of this technology… we want to use technology to make a positive difference, and our goal is to make things as easy and user-friendly as possible for residents. Darcie is an important part in helping us make sure all residents can easily get the information and support they need, is available 24/7 on web and phone and can answer queries at evenings, weekends and holidays. There is always the option to talk to a human advisor if needed during normal office hours”.
"The improvements to Darcie are truly remarkable," says Martin Neale, CEO at ICS.AI. "Testing the new system has been incredibly impressive - watching it seamlessly handle diverse enquiries while providing accurate, helpful information with appropriate referrals when needed. This milestone achievement represents outstanding collaboration between our team and Derby City Council. I'm immensely proud of everyone involved in delivering this transformative solution for Derby's residents."
What’s next?
A more advanced version of voice-enabled Darcie is set to follow in the coming weeks, with an enhanced customer experience on the phone channel to expand accessibility options further.
This implementation is just one part of our broader AI Transformation Programme with Derby City Council, where we completed a comprehensive AI Transformation Assessment to identify efficiency opportunities across the Council.
Find out more in Derby's latest news article.
Interested in how AI can transform citizen services and drive efficiencies in your council or organisation? Contact us to find out more.
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