AI tools used by Derby City Council to handle telephone queries from the public are able to resolve about half of inquiries without human intervention, roughly the same figure as when they were introduced three years ago, the council has said.
The tools Darcie and Ali were launched by the council in 2023 for website visitors and telephone callers, as part of a drive to use AI to cut costs.
The technology was brought in with an initial cost of £168,000 and replaced four full-time agency jobs, saving the council £200,000 a year.
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Human intervention
