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

ACC advises me it uses artificial intelligence (AI) in a range of customer service–related functions to support its staff and improve service delivery. These uses are targeted, governed, and designed with a clear principle that AI supports, but does not replace, human judgement. I am advised by ACC that AI is used to reduce administrative workload, improve consistency, and provide earlier insights that enable timelier support for clients. These tools operate in a “human in the loop” model, where AI provides a starting point and ACC staff review, amend, and remain accountable for all outputs.