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 Police has used the Qualtrics platform since 2021 to support the ‘Voice of the Customer’ programme, which gathers customer satisfaction feedback for 105 non-emergency callers and website users. Police advises that this is used for survey and feedback collection purposes, and that no artificial intelligence has otherwise been deployed in a customer service function. The Serious Fraud Office (SFO) has a customer service function via its public facing contact centre. The Ministry for Business, Innovation and Employment (MBIE) provides contact centre services on behalf of the SFO, as a shared service. MBIE has confirmed it does not currently use any AI tools or functions to deliver the contact centre services on behalf of the SFO.