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Derby City Council are innovating how they engage with residents by launching phone-based AI to streamline customer service operations. Trained in over 1,000 council services, the AI assistants have provided 24/7 self-service assistance for council and housing services, answering over 100,000 queries and deflecting 43% of calls away from human advisors. Since going live, this initiative has already met a savings target of £200,000 within the council’s budget plan.
"This success has allowed us to maintain service levels while streamlining operations,"
Andy Brammall, Derby City Council
As councils continue to face pressure to service residents in the most cost-effective way, their journey to innovate sets a remarkable precedent in utilising AI for resident-council engagement. With plans to explore the AI technology's potential across additional contact channels, the Council is committed to continuously improving customer service and increasing efficiency for its residents. Read the full press release and find out more in the upcoming webinar.
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