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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?

Answered Question 19955 (2026)
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Asked by

Francisco Hernandez

List MP · Green Party

Question

  • 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?

Answered by

Hon Paul Goldsmith

List MP · National Party · Minister for Media and Communications

Answer

I am advised that TVNZ deploys AI for its TVNZ+ customer service functions through offering an AI chat bot. TVNZ+'s staffed customer service platform, Zendesk, has also adopted AI tools to drive efficiency in human responses. I am further advised that RNZ, NZ On Air and BSA do not currently use AI in any customer service function.