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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 19965 (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 Chris Bishop

Member for Hutt South · National Party · Minister of Transport

Answer

I am advised that NZTA has commenced a limited pilot to assess the use of AI tools to support frontline operations. The pilot includes auto summarisation of call notes and assisted drafting of customer email responses, with all outputs reviewed and finalised by staff. The Ministry of Transport does not have a Customer Service function.