- Council implements groundbreaking intuitive Gen AI-powered voice technology from ICS.AI to transform public services
- Derby’s AI-powered ‘Front Door’ supports residents in ten languages and delivers intelligent voice support to residents across the city
Derby City Council has launched the UK’s first generative AI phone assistant for the public sector, in partnership with the leading provider of public sector AI transformation, ICS.AI. This marks a major step forward in bringing AI into everyday service delivery, bridging the AI adoption gap.
Residents are now able to speak directly with the next generation of Darcie – the Council’s digital helper – by phone, receiving natural, human-like answers to questions about council services, anytime. The addition provides Derby with a single generative AI platform – able to power every channel, business need, and AI use case – designed specifically to address the critical AI adoption gap facing organisations worldwide.
Its enhanced generative AI capabilities enable the council to respond to complex questions with more detailed answers on a range of Council services, including council tax, bins, fostering, registration services, and adult social care. Derby has already reduced pressure on its switchboard, with transferred call volumes dropping by 84% during peak times on its first day of operation, and the AI helper successfully answering or deflecting around 57% of all enquiries.
The new helper will support Derby’s diverse communities, particularly residents who have limited digital skills, no internet access, or prefer speaking over typing. Darcie understands and speaks in ten of the most widely spoken languages in Derby, including Urdu, Polish, Punjabi and Arabic – all via phone as well as online.
Paul Simpson, CEO of Derby City Council, said: “We want every resident to be able to access information and support from the Council in a way that suits them – regardless of language or digital capability. This new version of Darcie is a huge step forward in our service delivery to residents, as well as accessibility and inclusion. It means residents can simply pick up the phone, speak in their preferred language, and get the help they need – 24/7.”
“Early indicators are already looking very positive. ICS.AI are on site and working alongside our Digital teams to closely monitor customer and service feedback. The initial results are extremely encouraging.”
Key features of the new AI phone service include:
- Context-aware conversations – Using generative AI, Darcie can follow more complex, multi-part questions.
- Omni-channel availability – accessible through both voice telephony and web chat platforms, giving residents flexible options to engage with council services.
- 24/7 voice support – Residents can call any time to speak naturally with Darcie.
- Multilingual AI – Darcie supports voice responses in key community languages.
- Seamless human handover – If needed, calls are routed to a human advisor during council hours.
Darcie’s latest upgrade is powered by ICS.AI’s public sector-grade generative AI solution. With the previous version of Darcie built on Natural Language Processing technology, it is already the UK’s public sector leader in voice AI, with over two million resident questions handled. Unlike traditional voice bots that rely on menus or keywords, Darcie can now understand conversational language and provide relevant answers in real time. The same intelligence powers both Darcie’s phone and web versions, ensuring a consistent and familiar experience for all residents.
Ron, 75, who tested the latest version of Darcie, said: “I had no problem using Darcie. It was very intuitive – whether using the voice function or typing out questions. I got answers to everything I asked, and if Darcie didn’t know something, she explained where I could find further information. I found it very, very useful in that sense. I’m not the most experienced person in using IT, so I was a bit apprehensive. But I decided to give it a go, and I was very pleasantly surprised.”
Martin Neale, CEO of ICS.AI, added: “This is a landmark moment for UK public services. For the first time, generative AI is being used to power intelligent, multilingual support across phone and web – providing faster, more personalised help to residents navigating services. Derby’s AI-powered ‘Front Door’ makes accessing the right information, when it’s most needed, easier than ever. We were especially proud to see our collaboration with Derby City Council recognised in Parliament by Luke Murphy MP, highlighting the role we’re playing in digital public service reform. This is smart, ethical innovation in action: regularly audited, fully accountable, and always built with seamless handover to human staff when needed.”
Neale added: “Derby is showing what’s possible when AI is adopted thoughtfully, with people at the centre. When UK productivity is under scrutiny, we inevitably need to engage more with AI, and this is an incredible first-mover step in narrowing the AI adoption gap. By prioritising accessibility, oversight, and individual outcomes, Derby’s AI Transformation Programme is setting a powerful example for councils nationwide. We’re proud to support a city where innovation serves the community first.”
Darcie went live on the phone from Tuesday 20th May. Human advisors remain available during the Council’s opening hours for anyone who prefers to speak with a human.
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