19975 (2026). Francisco Hernandez to the Minister for Tertiary Education

19975 (2026). Francisco Hernandez to the Minister for Tertiary Education: 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 Penny Simmonds: Tertiary Education Commission (TEC) has introduced the use of Microsoft Copilot and similar productivity tools to support staff in the delivery of customer services. These tools are used internally to assist with tasks such as drafting correspondence, summarising meeting notes, and supporting reporting activities. TEC is continuing to explore opportunities to safely and responsibly expand its use of advanced technologies within the customer service functions, including artificial intelligence. This includes pursuing further investment in AI enabled tools and capabilities in the coming financial year, with a focus on enhancing service delivery, improving efficiency, while maintaining appropriate governance, oversight, and privacy protections.