# Derby City Council answers its main phone line with an AI assistant and reports 84% fewer switchboard calls at peak times

Page: https://flyvolo.ai/en/changes/ev-20250520-receptionist-3
Date: 2025-05-20 · Stage: Deployment
Can this record move a task judgement? yes
Occupation: https://flyvolo.ai/en/careers/receptionist

## Scope

England, one council. The council's own release says residents who call are greeted by a telephone version of its digital helper Darcie; that since the upgrade launched on 20 May it has seen an 84% reduction in calls to the switchboard during peak times, with 57% of customer queries answered directly by Darcie and the rest by a human advisor; and that residents can still choose to speak to a human advisor for more complex needs. The council's own figures; a public body's contact line rather than an office front desk, and no change in staffing is given.

## Source

- Derby City Council — 'Council's digital helper Darcie gets next generation upgrade for phone calls' (May 2025) — https://derby.gov.uk/news/2025/may/councils-digital-helper-darcie-gets-next-generation-upgrade-for-phone-calls (primary source)

## What this means

At one council, the first answer on the main phone line now comes from an AI assistant, and people are still reachable for harder calls.

## What it does not show yet

One public body's own figures; no change in switchboard staff is reported.

## How to verify it yourself

Open Derby City Council's release and find "84% reduction in calls to the switchboard".


More: https://flyvolo.ai/llms.txt