19946 (2026). Francisco Hernandez to the Minister of Police

Written Question

Published date: 09 Jun 2026

Metadata

Document type:	Written Question
Parliament number:	54
Question number:	19946 (2026)
Question asked:	20 May 2026
Member asking:	Francisco Hernandez
Portfolio:	Minister of Police
Minister replying:	Hon Mark Mitchell
Answer received:	02 Jun 2026
Status:	Question Answered
Reply type:	Reply
Document ID:	WQ_19946_2026
Document guid:	41fb1430-b72e-4024-9906-a789757da023

19946 (2026). Francisco Hernandez to the Minister of Police: 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?

Hon Mark Mitchell: I am advised that Police has used the Qualtrics platform since 2021 to support the ‘Voice of the Customer’ programme, which gathers customer satisfaction feedback for 105 non-emergency callers and website users. Police advises that this is used for survey and feedback collection purposes, and that no artificial intelligence has otherwise been deployed in a customer service function. The Serious Fraud Office (SFO) has a customer service function via its public facing contact centre. The Ministry for Business, Innovation and Employment (MBIE) provides contact centre services on behalf of the SFO, as a shared service. MBIE has confirmed it does not currently use any AI tools or functions to deliver the contact centre services on behalf of the SFO.