19955 (2026). Francisco Hernandez to the Minister for Media and Communications

Written Question

Published date: 05 Jun 2026

Metadata

Document type:	Written Question
Parliament number:	54
Question number:	19955 (2026)
Question asked:	20 May 2026
Member asking:	Francisco Hernandez
Portfolio:	Minister for Media and Communications
Minister replying:	Hon Paul Goldsmith
Answer received:	01 Jun 2026
Status:	Question Answered
Reply type:	Reply
Document ID:	WQ_19955_2026
Document guid:	fad6a72c-e7b3-4ed1-b86b-70a762b38afe

19955 (2026). Francisco Hernandez to the Minister for Media and Communications: 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 Paul Goldsmith: I am advised that TVNZ deploys AI for its TVNZ+ customer service functions through offering an AI chat bot. TVNZ+'s staffed customer service platform, Zendesk, has also adopted AI tools to drive efficiency in human responses. I am further advised that RNZ, NZ On Air and BSA do not currently use AI in any customer service function.