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

Officials advise no currently deployed Artificial Intelligence (AI) solution at Inland Revenue interacts with or provides advice directly to customers at this point in time. There are, however, solutions that support officials to interact more effectively and efficiently with customers. I refer the Member to reply 10294 (2026). Officials advise one additional AI tool has been deployed at Inland Revenue since reply 10294 (2026) was published. The addition is a generative AI software testing scenario generation tool, supplied by Assurity Consulting Limited.