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AI technology helps us do tasks that require reasoning and learning, such as identifying patterns, consuming large data sources and producing a summary faster than human effort alone. It helps our staff work more efficiently 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 staff and customer pain points.
Checking document quality
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.
Analysing customer feedback
We use data science techniques to categorise customer feedback about Medicare. This allows staff to analyse and explore solutions to address customer pain points raised in the feedback.
Image processing
We 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.
Improving our communication
We use editorial tools with generative AI to help staff make our writing clear and consistent. It also helps identify gaps in our information and generate ideas for information to better meet our customers’ needs.
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.