The AI duo of Darcie and Ali have handled more than 3.2 million routine enquiries since launching in 2023
Peter Gibbon said he has had problems contacting Derby City Council over a council tax issue (Image: Derbyshire Live)
Derby City Council two AI digital helpers are helping “improve people’s lives” according to officials – but some residents are far from impressed and want to speak to a human instead.
Darcie and Ali greet residents on the phone and on the council’s website to offer assistance with public enquiries.
Darcie is on hand for general council matters while Ali is used for specific Derby Homes queries.
The city council was the first UK local authority to replace its main switchboard with a “digital front door” in 2023.
The Labour-led authority claims the use of both digital helpers are part of its mission in “using technology to improve the lives of the people of Derby and build a smarter, more sustainable city”.
Since their launch, Darcie and Ali have handled more than 3.2 million routine enquiries.
Residents who have more complex needs can still choose to speak to a human advisor, the council says.
But the council says data shows that 54 per cent of Darcie’s cases and 44 per cent of Ali’s cases are answered without any input from staff.
It adds that 77 per cent of residents who provide feedback about their experience with Darcie on the website describe it as “positive”.
However, there appeared to be little positivity about the digital helpers when the Local Democracy Reporting Service (LDRS) spoke to people outside the council’s headquarters.
Ali Devlin from Chaddesden said he has been “put off” phoning up the council because of the Darcie and Ali technology.
He said: “Every time you get a message saying ‘Darcie can’t understand what you are asking’ and then eventually they put you through to a human – but it takes ages to do that. I want to speak to a human.
“I don’t phone now because you know what you are going to get – you just expect it these days.”
Andrew Winson from Sinfin was similarly not impressed. He said: “Darcie and Ali are rubbish. They don’t answer questions – they just pass the buck. It’s a waste of time.
“There are not enough phones at Derby Homes because you can never get an answer. “
Peter Gibbon from Allestree said he had to wait “six months” for the council to sort out his council tax application.
He said: “It’s impossible to speak to a human. But it’s not just the council, it is the same with the NHS and other things.”
Andrew Winson from Sinfin said ‘Darcie and Ali don’t answer questions and pass the buck'(Image: Derbyshire Live)
When informed about other people’s experiences of Darcie and Ali, Mr Gibbon replied: “Tell me about it.”
The council says “traditional phone menus often struggle to handle the high volume of requests councils receive and rarely provide help after hours”.
In contrast, it says, Darcie and Ali are available 24 hours a day, 365 days a year, and can handle multiple requests at the same time.
Councillor Hardyal Dhindsa, cabinet member for digital transformation, said: “Our goal has always been to help residents get quick, accurate answers to everyday questions. Darcie and Ali are a vital part of that mission. They help us make sure every resident can easily get the information and support they need, exactly when they need it.
“It also means human staff can spend more time providing personalised, face-to-face support to those who need it most. We are proud to be leading the way in building a smarter and more connected city for everyone.”
Last year, Cllr Dhindsa said the council’s innovative use of all forms of AI ‘saved’ it from bankruptcy. The wider AI programme has delivered the council more than £12 million in savings.
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