Solutions · Use cases

Customer service

Faster answers without losing the human touch.

AI can draft replies, summarise long conversations, answer common questions and hand complex cases to the right person. Done well, customers get faster help and staff spend their time on the conversations that need them.

01 / Where AI helps

Opportunities

Agent assist

Suggested replies and knowledge lookups for staff, who stay in control of what is sent.

Self service

Answers to common questions, grounded in your published policies.

Voice

Speech recognition and Australian text to speech for phone and accessibility use cases.

02 / Australian rules to check

What to get right

Australian Consumer Law

A business is responsible for what its chatbot tells customers. Incorrect statements about prices, refunds or rights can be misleading conduct.

Transparency

Tell customers when they are dealing with AI, and make it easy to reach a person.

Privacy

Conversations contain personal information. Apply the Australian Privacy Principles to what is logged, how long it is kept and where it is processed.

This is general information, not legal advice. See our Australian AI compliance guide for the wider landscape and links to official sources.

03 / Getting started

Where to run it

Start with agent assist, where a person reviews every reply, before letting a model answer customers directly. Ground every answer in approved content and keep the full conversation log.

First steps

  1. Collect your top 50 customer questions and the approved answers.
  2. Pilot agent assist with a small team and measure edits to suggested replies.
  3. Define clear hand off rules for complaints, vulnerable customers and anything the model isn't sure about.

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