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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? and 1 other question

Answered 19921, 20311 (2026)
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  • Asked by

    Francisco Hernandez

    List MP · Green Party

    19921

    Question published

    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?

  • Asked by

    Kieran McAnulty

    List MP · Labour Party

    20311

    Question published

    Does the Kāinga Ora Customer Support Centre use AI as part of its service delivery and if so, how?

    Original response/referral lodged:

Answered by

Hon Chris Bishop

Member for Hutt South · National Party · Minister of Housing

Answer

Kāinga Ora advises me that, presently, there is one example of Artificial Intelligence being used in a customer service function: an agent that its call centre operators can use to search policies and procedures, and summarise call transcripts. Most AI tools currently in use are deployed for back-office or internal purposes, supporting staff rather than engaging directly with customers.