19965 (2026). Francisco Hernandez to the Minister of Transport

Written Question

Published date: 05 Jun 2026

Metadata

Document type:	Written Question
Parliament number:	54
Question number:	19965 (2026)
Question asked:	20 May 2026
Member asking:	Francisco Hernandez
Portfolio:	Minister of Transport
Minister replying:	Hon Chris Bishop
Answer received:	01 Jun 2026
Status:	Question Answered
Reply type:	Reply
Document ID:	WQ_19965_2026
Document guid:	dc441778-62c2-447e-b37c-a32ef0aaff97

19965 (2026). Francisco Hernandez to the Minister of Transport: 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 Chris Bishop: I am advised that NZTA has commenced a limited pilot to assess the use of AI tools to support frontline operations. The pilot includes auto summarisation of call notes and assisted drafting of customer email responses, with all outputs reviewed and finalised by staff. The Ministry of Transport does not have a Customer Service function.