How, if at all, has artificial intelligence been deployed in a customer service function in the Minister’s departments, agencies, crown entities and any other bodies that the Minister is responsible for, if any?

Answer

I am advised that Customs is currently undertaking a trial of Copilot capabilities within its Zendesk customer service platform, which is now in week three. The trial is assessing how generative AI will support staff to draft responses to enquiries, improve consistency, and reduce manual effort. All AI-generated content is reviewed by staff before use, and existing privacy, security, and information management controls apply. The trial will be completed and formally evaluated before any decisions are made about wider deployment.