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AI technology helps us identify patterns, summarise content and complete some tasks more efficiently. This helps our staff work more effectively and improves the delivery of government services.
Finding themes in data
We use AI topic modelling tools to help categorise qualitative data and make it easier to identify themes and trends. It evaluates free text responses to staff surveys and questions customers ask our digital assistants so we can analyse themes and address common issues for staff and customers.
Checking document quality and image processing
We use intelligent document processing tools in the upload document service in the Medicare online account and myGov. The tool performs a quality check function to confirm if pages are missing or need to be rotated.
We also use intelligent document processing tools to identify and classify scanned images and allocate to the correct area for processing.
We use Optical Character Recognition to reduce manual data entry by digitising written forms and evidence.
Analysing customer feedback
We use data science techniques to help us better understand and manage customer feedback about our services. This allows staff to identify and respond to feedback more effectively, helping us better support our customers.
Improving our communication
Some of our staff have access to generative AI assistive tools to help make writing clear and consistent. We create initial drafts and summarise content to help us produce better communications. These tools also help identify gaps in our information and generate ideas for new information and services that better meet our customers’ needs.
Helping customers find information
We use digital assistants that help customers by providing answers to questions and information on how to access our services in a chat interface.
They use Natural Language Processing to find the most appropriate answer from a pre-authored content library, which is a form of AI that doesn’t use Large Language Models or generative AI technology.
Working more efficiently
We use AI to help our staff work more efficiently by giving them relevant information from a defined data source. This includes using digital assistants in our staff systems to answer questions.
We also use generative AI technology to summarise meetings that do not contain customer information. This frees up time for our staff to focus on more complex and meaningful work.
Preventing fraud
We use a human supervised AI model to identify claims for the Australian Government Disaster Recovery Payment (AGDRP) that need additional checks by a staff member before they can be paid.
The model scans AGDRP claims for patterns of behaviour that we know to be consistent with fraud and stops them from being paid automatically.
The model doesn’t decide claim outcomes or whether fraud has occurred. It detects claims that may be at high risk of fraud and sends them to a fraud analyst for further investigation.
The model uses supervised machine learning and is trained on data from claims previously proven to be fraudulent.