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

Treasury has not deployed AI in a customer service function. RBNZ does not have a customer service function. Artificial intelligence has not been deployed in a customer service function for either the Government Superannuation Fund Authority or the Board of Trustees of the National Provident Fund. Guardians of New Zealand Superannuation does not have a customer service function. The Natural Hazards Commission's call centre vendor uses Amazon AI to generate call transcripts. These transcripts are used for record keeping purposes and to improve the quality of service provided.